Vaughan Lee House

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 service 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received person-centred care. People, and those important to them, were involved in planning care and decision making. Some improvements were needed to make sure records supported this. People’s care and support was personalised to their needs and wishes. One person told us how they had disagreed with part of their care plan, and this had been amended to their satisfaction. A relative said they had been involved in the initial care plan and were kept informed of any changes. However, we found some care plans had not been fully updated when people’s needs had been reviewed. This potentially placed people at risk of not receiving person centred care which met their up-to-date needs.

People lived in a home where staff worked well with other professionals to ensure they received co-ordinated care and support. Feedback from visiting professionals showed that appropriate referrals were made to ensure people’s diverse needs were met. One professional described working with staff at the home as a “Breath of fresh air.” This they told us was because of how well staff took recommendations on board to promote people’s health and wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with the information they needed. People’s care plans contained information about people’s individual communication needs. There was a large notice board for people in an accessible area. Staff said they were always happy to support people with correspondence and communications.

People were able to make suggestions or raise concerns. Complaints and concerns were fully investigated and responded to. People told us they would be comfortable to make a complaint. One person commented, “I have no complaints, but I would complain if I needed to. I would go to the office.” No formal complaints had been received since the last inspection. The registered manager told us they were looking at new ways to record and address informal concerns. This would help the provider to identify any patterns or trends that could be used to make ongoing improvements.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access appointments and other care and treatment in accordance with their individual needs. This helped to make sure people were able to access appropriate services. One person said, “They take you to appointments if you can’t go on your own or don’t have family to take you.”

People lived in a home where they felt empowered to give their views and understand their rights, including their rights to equality and their human rights. People told us they would be comfortable to raise any issues with the registered manager or a member of staff. One person commented, “If I had any issues I would go to the manager.” Staff received training in equality and diversity which gave them an awareness of barriers and discrimination which people living at the care home may experience.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People told us they had been able to stay at the home for a short break to help them to make the decision about moving in. No one at the home was receiving end of life care and there were no end-of-life care plans in place. The registered manager told us people were reluctant to discuss these issues. One person told us they would be happy to stay at the home until the end of their life. They also said that they were aware if they needed nursing care for an extended period of time this could not be provided at the home.