Seton 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 reviewed 4 quality statements under this key question: Person-centred care, listening to and involving people, Equity in experience and outcomes and Planning for the future. People were supported to make decisions about their own care and support and staff treated people as individuals providing a person-centred approach. People had access to activities and opportunities to engage in their hobbies or interests. People had access to external health care professionals to ensure their health needs were met. People were supported to plan and document their end of life wishes.

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.

People’s feedback around the opportunities for social interaction and stimulation was positive. Comments included, “There are lots of activities, we make medals on a string which we send out. [Name of well-being lead] is very good, and they suggest things to us when they sit with us in the morning. We try things and if we like it, we do it again. We all enjoy the exercises in the mornings.” And “There is a lot of activities, every morning we have exercises.”

Staff understood the importance of providing person-centred care and support to people and were able to describe people’s likes and dislikes. A member of staff told us, “I get to know what each person enjoys, and I know people are different; for example, I take 1 person to the pub for a drink, another person enjoys shopping and a trip to the theatre which I am working on. If I was making a cake I know [name of person] does not like cream so I would make them a plain cake.”

The atmosphere in the home was calm and relaxing. People’s bedrooms had their own personal belongings with objects of the person’s choice. People had been involved in selecting furniture, the decoration and furnishings around the home and in their rooms. People were kept stimulated throughout the day, attending morning mass, and activities including armchair exercises which we found to be well attended by people. There was also the opportunity to attend an afternoon activity if they so wished. We observed people chatting together in each other’s rooms and was told by a person, “I was ousted from my room this morning as they are putting a lovely new floor down. I am really happy with it. There is a very good atmosphere in this home and not much to find fault about.” When reviewing people’s care plans, we saw evidence of person-centred care planning for example, ‘I like to get up about 7:30 am except for Friday when I have a duvet day.’

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

People told us they knew how to voice their concerns or raise a complaint if they needed to and were confident any issues would be dealt with. One person told us, “There is always someone here to talk to if we need anything or we have anything to say. We usually talk with our sister servant, but we are also happy to talk with staff.”

The manager told us, “If a complaint came in 99% of the time, they would tell the sister servant in the first instance. I would then log the complaints with actions taken, although fortunately we have not had any complaints.” A member of staff told us, “[Name of manager] is lovely, the nicest person, they listen and provide advice.”

The manager had a complaints overview in place, we found no complaints had been raised for 2024. The manager had recently started monthly focus conversations with people, whereby the senior care staff discuss different areas of a person’s daily life and care plan. We saw conversations held in March, themed around people’s nutrition and hydration, April there were discussions with people about dementia. The manager told us by focusing on 1 aspect of their care plan every month people have a better understanding and do not feel overwhelmed by having to go through the whole care plan. Resident meetings had taken place and resident and staff surveys had recently been carried out in May 2024 and were in the process of being reviewed and suggestions implemented.

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.

People we spoke to were positive about the care staff and overall people were happy with how their care was delivered. People told us they had access to a range of external services should they require them. Details of people’s cultural and religious needs were recorded and respected by staff. One person told us, “The home makes sure staff understand and are respectful of our religion.” Another person told us, “We have very good access to everything, healthcare, chiropodist, dentist etc. The home really does cater for all our religious needs. We can use the chapel and our sister servant does reflection with us. This is good as we can reflect on the day.”

The manager told us, “People have access to a range of services where required. People using the service have feast days where they celebrate patron saints, we provide room service for those days, staff respect and understand the need for quiet around the home at these times as people use this time to reflect on their own self.” A member of staff told us, “Everybody gets whatever they need here, people have access to a range of activities as well as respecting their religious needs. We have a monthly activity programme which includes, card making, felt crafts, exercises, paper flowers, events, elephant day, gardening clubs, knitting group, book club, card games, and this month is lifestyle so we will go to the Sea life centre at Southend. I have been given a list all their religious days, so if the tables need looking nice or anything is needed, I make sure that happens.”

Staff had received equality and diversity training. Care records we reviewed for people demonstrated they were able to access services when required and they were supported by staff and their sister servant to continue to practice their faith daily.

We saw where people’s end of life care had been discussed their wishes had been clearly documented in their death and dying care plan. An excerpt taken from a person’s end of life care plan stated, ‘I would like to remain as pain free as possible and trust that the care staff will maintain my dignity. I would like peace and quiet and for my sister servant, parish priest, my community, medical teams and the care team at Seton to support me, and I would like to follow the Catholic ethos until the end.” One person told us, “I am not sure if this is where I will end my life, but it is very comfortable. I will be guided by medical opinion and the sisters about where my life ends.”

The manager told us, “People have advanced decisions in place and wish to remain with the sister servant. We would be supported by the local hospice, GP, and district nursing team. The staff and sister servant would take it in turns to sit with the person, to provide comfort and ensure they are not alone.”

Staff had received end of life care awareness training. Peoples care plans clearly documented their wishes and how they would like to be supported at the end of their life.