Moorgate Hollow

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.

This is the first assessment for this newly registered service. This key question has been rated 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. The service created a space for people to socialise in a familiar and engaging way. People had fond memories of visiting pubs with friends and family but were unable to do so due to mobility or care needs. The Hollow Arms pub was created within the service and offered a safe and nostalgic space for social interaction. People engaged in weekly events including quiz nights, live music and themed social gatherings which all brought people together in a fun and inclusive environment. People became more socially engaged and isolation was reduced. People’s families participated in events which strengthened personal connections and people living with dementia responded positively to the familiar atmosphere which enhanced their wellbeing. The provider had gone beyond the traditional care home entertainment and had actively rebuilt social networks and reduced isolation, showing an innovative and person-led approach to care.

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. People were engaged in a range of activities in the local community. One relative told us about the activities their family member was involved in, “[Person] goes out to local shops; they have been to the bowling alley. On birthdays they go to the local pub and have a pub lunch. They have a hairdressers and chiropody on site.” Another family member told us, “[Relative] loves the activities. They are very happy. There are 2 activity co-ordinators there and they do some lovely things. Last week I took [another family member] in and we did a relaxation session. [People] were really relaxed. It was lovely to be part of it. It was beautiful.”

The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. Information was available in a range of different formats around the care environment. Information about upcoming events and activities were shown on notice boards so people could see what was planned for the future. Dementia-friendly wall decorations and activity stations were in place so people could interact with them if they wanted to.

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. People were involved in conversations about what they wanted to do and what activities they wanted to see in the home. A ‘You said, We did’ display board showed activities which had been put in place as a result of people wanting to do them. For example, one person had indicated they wanted to participate in church services so church visits had been arranged and services were provided in the home. Another person wanted to do more exercise so a regular exercise class had been arranged for everyone in the home to participate in if they chose to.

The provider made sure people could access the care, support and treatment they needed when they needed it. The provider ensured people had access to services when they required them. People’s care plans considered their needs and reasonable adjustments were made to ensure people were comfortable and received support which fully met their needs.

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. The provider completed regular care reviews to ensure people’s care continued to meet their needs. People’s religious and cultural wishes were respected. Family members told us, “They do holy communion there. [Relative] does get involved and they have taken them to church,” and “Even though [relative] isn’t religious, they enjoy going to church which [the staff] include them in.”

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. People’s personal preferences around their end-of-life care wishes were recorded in their care plan. We saw evidence which showed family members were involved in discussions about end-of-life care planning and arrangements.