Heeley Bank Care Home

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 75 (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 made 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. Plans of care contained detailed information about people's preferences for care and support. People and their relatives had the opportunity to feed back to the service any suggestions for improvements they wished to share. During the inspection staff were observed to support people as individuals.

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. Systems and processes were in place to ensure that information was shared with internal and external health and social care colleagues. Professionals told us the provider worked well with them, sharing information promptly and implementing recommendations where needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were able to access health and social care professionals where needed and information from these appointments was recorded accurately within peoples plans.

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’s care plans were regularly reviewed and updated as people’s needs and preferences changed. The provider actively sought the views of people using the service, their relatives and staff.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service was fully accessible with lift access to the upper floor of the building. Staff received training in equality and diversity and person-centred care.

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. People had access to support and equipment to ensure they were able to take part in activities of their choosing through the day. People were able to state their preferences for how they wanted to be supported.

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 service engaged people and their families in conversations around end of life care planning where people wished to do so. Staff received training in end of life care and worked with relevant health professionals and relatives to ensure people received the care of their choice.