Bluebells Care Home

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• 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

We found people were provided with information in a way they understood. People were supported to access health provision which was flexible to their needs.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

During our last assessment relatives told us they were confident staff obtained the health care people needed. They told us they were now informed if people needed to see a health care professional, were invited to be involved and were always told about the outcome. When people needed to move to another service when their needs could no longer be met at Bluebells, they were supported. Staff had explored alternative services and shared details of these with people and their families. They shared information about people's needs with the new service and went with them when they moved to help they settle in.

Leaders told us they had worked hard to build positive relationships with visiting professionals and this had improved communication around people’s health care needs. They told us, “It makes the job easier. We all work together, we only get one shot at making people’s lives better” and “We have good support from professionals. There is always someone we can turn too”. Staff told us they worked with the local frailty team to get swift access to to the support people needed. They completed basic health checks and shared this information with the team, so they could make quicker clinical decisions and offer people the treatment they needed. Staff explained how they worked with an integrated health team to promptly access care and treatment for people. They shared any concerns they had with the team and a health care professional, such as a GP would visit people when needed. Staff told us this support was valuable particularly at weekends when access to other health care could be limited.

Feedback from partners highlighted that there had been improvements in the working relationships between healthcare professionals but there was still more improvements to be made.

There were systems in place for a health care professional from the frailty team visited each week to assess any new or ongoing health care needs. If staff wanted people seen for new conditions they shared this information with the team the day before so the team were prepared. There were effective systems in place to make sure visits were recorded and any required was completed. Records showed people had been reviewed regularly and staff had followed guidance.

We observed people using the easy read documents staff had put in place. They were able to tell us from the picture menus what they had chosen for lunch. We observed people moving around the building using large print signs to understand where facilities such as bathrooms were.

The provider told us information regarding what is included in the fees and other terms and conditions, such as any notice periods are included in the contract. This is given to people or their relatives before they begin to use the service. The provider had taken action to ensure information was accessible to people in ways they understood. This included the complaints policy and what activities would take place we. We observed these on display in the entrance area. Records about people’s care are held electronically. The information staff were able to view was based on their roles and responsibilities. For example, the registered manager and deputy manager had access to all information but care staff only had access to the information they needed to fulfil their role. Relatives were able to access information about their loved ones with the person’s consent. Any paper records for people or staff were kept secure.

There were effective systems in place to assess people's communication needs and there was guidance for staff about how to meet these needs. The provider had made sure all essential information was available in formats people could understand. People's confidential records were kept secure.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.