Merrington Grange

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. It was clear people were at the heart of the service. People’s preferences were well documented, and staff knew them well and how to best meet people’s needs. The provider used various strategies and techniques when delivering care, encouraging a stable environment for people. People and their relatives told us staff were kind and listened to them.

We saw evidence throughout the home to show people’s needs and preferences were prioritised. For example, seats were placed in accessible places within the garden to support a person who liked to move around with the direction of the sun and the summer house was painted in the favourite colours of a person living at Merrington Grange.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

When people needed specialist input from health professionals it was obtained and the service acted on instructions from them. Staff were provided with specific or specialist training to meet people’s needs.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was provided to people in a format they understood, for example, care plans were shared with easy-to-read formats. There was use of pictures within care plans, and throughout the home visual timetables, menus and pictures were used to support with communication needs. This meant information was accessible. Staff were trained in Makaton as a communication tool and understood how individuals communicated.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

A process was in place for dealing with formal complaints. One relative told us “On the rare occasions we raise any concerns they seem to be acted on straightaway.” Staff told us they would have no concerns in reporting anything. The complaints policy was also available in an easy read version.

The provider made sure people could access the care, support and treatment they needed when they needed it.

The provider ensured 2:1 support was available to allow people to be supported in the community. This meant people could access the care and support they needed. Onsite the gardens were secure and accessible to everyone. The registered manager and the deputy manager understood the importance of people accessing the right health and social care services, and care records evidenced this.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We saw this information was used to ensure the care provided to people met their needs and choices. Training records evidenced there was a good mix of skills in the staff team. We saw some refresher training was overdue; the registered manager showed us this had been booked. This meant staff were trained in areas required to meet the assessed needs of people, although some staff did require refresher training in some areas.

Bedrooms had been decorated according to people’s preferences and people’s care needs had been considered in the plans for refurbishment of bathrooms and communal kitchens.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider considered people’s wishes when planning events for the future, including end of life plans. People had the opportunity to express their wishes and these were documented.