Greenwood Court Care and Nursing 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

We reviewed all 7 quality statements under this key question; person-centred care; care provision; integration and continuity; providing information; listening to and involving people; equity in access; equity in experience and outcomes and planning for the future. Whenever possible, staff supported people to make decisions about their care and support. The provider had recently recruited several new members of staff who were and getting to know people’s likes and dislikes. People had access to external health care professionals to ensure their health needs were met. Where possible, staff supported people 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 and relatives were complimentary of the activities they could engage in. Comments included, “I do like to join in the activities, there is always a lot going on,” “The activities here are very good, there is always something going on” and “I like it here, this morning we had keep fit.” A relative told us, “Although [person] is not interested in activities, [name of staff member] is so good and will do lots with them.”

The manager and staff told us care plans were personalised. The service promoted ‘Resident of the day.’ Each day 2 people had their care needs reviewed, relatives contacted and 2 chosen people were pampered for the day. Staff demonstrated a good awareness of people’s individual support needs and preferences. A staff member told us, “[Person] prefers a male carer only for their personal care. [Name of person] is lovely, likes to chat, likes to go to their room at a certain time so we remind them of the time.”

The providers quality assurance systems and processes were not robust and therefore did not ensure people’s physical and emotional needs were met. Relatives we spoke with told us they were not consistently involved in planning or making decisions about their loved one's care.

People received joined up care, which was coordinated and responsive to their needs. One person told us, “The physio comes in weekly to see me and take me for a walk, I can also ask the well-being coordinator who will take me out.”

Staff were familiar with the personalised care, daily routines and preferences of the people they supported. The manager told us people’s care and support needs were discussed in handovers, staff meetings and clinical meetings for continuity.

A visiting professional we spoke with told us, “The care is pretty good here, we have received no complaints from people, I would be more than happy for my relative to be here.”

Care plans included people’s immediate needs and identified other external organisations involved in their care and support. This ensured care was joined up, flexible and supported choice and continuity.

People who use the service, their relatives and staff were provided with accessible, safe and secure information which supported their rights and choices.

The manager told us, “We have a new library where we are trying to fund an audiobook system. We have newspapers delivered in large print. In some of our other services there are braille signs around the homes for people with sight impairment. We ensure information is accessible in a person’s preferred format such as different languages etc.”

Systems were in place to enable people to either receive information about the service or have their information in accessible formats should they so wish. We observed people using different forms of technology to access information and stay connected with friends and family.

People knew how to raise a complaint if they needed to. Comments included, “I have never had to make a complaint and yes if I had to, I would know how,” “I have no complaints with anything,” and “I love living here, I have no complaints.” However, we received mixed feedback from relatives about their satisfaction to the providers response to concerns. One relative told us, “Managers do try and do what they can do but we have never seen any representatives from the new provider. They say they are interested but do not show it. I cannot understand why they have not met us [relatives] as we are an important part of people’s care.”

All staff we spoke with felt were confident should they raise any concerns they would be listened to. Staff told us they had several opportunities to share their thoughts and views. Including staff meetings, 1-1 discussion with their line managers, group supervisions and staff surveys, which the manager told us are being sent out to people/relatives and staff in the coming weeks. New starters also were given the opportunity to complete a survey to provide feedback about their first few weeks in their role.

The registered manager had a system in place to manage, review and respond to complaints. This provided oversight of the complaints received and ensured all concerns raised were acknowledged, responded to and any actions taken were recorded.

People told us they had access to external health and social care professionals when they needed it. One person told us, “The nurses come in twice a week and dress my legs for me, I can see a GP if I need to but have not had too so far.”

Staff understood people had the right to receive care and support which met their individual needs.

Visiting professionals, we spoke with told us they carried out a weekly visits and report back to the GP with any changes in people's health. No concerns were raised relating to people experiencing barriers or delays in accessing their care.

People were able to access care, treatment and support when they needed to and in a way that worked for them.

Most people we spoke with were positive about the care and support they received. People told us they had to access to external services when required. Details of people’s cultural and religious needs were recorded and respected by staff.

Staff understood people had a right to be treated equally and fairly, to receive care and support which met their needs.

Staff had received training in equality and diversity. The care records we reviewed demonstrated people were able to access services when required.

We saw people’s future wishes had been discussed where appropriate and documented in their care plan. Some people had a do not resuscitate order (DNAR) in place.

Staff had received training around end-of-life care. The manager told us, “We promote a person’s dignity at all times. We ensure any sensory needs are met for example music, aromas and choice of clothing and we have the support of the local hospice. The GP will visit the individual and prescribe any anticipatory medicines when required and the person’s care plan will be updated. We also look after staff who have never experienced a death. As long as I have known we have always upheld a dignified admission and exit when a person passes away. Staff who are able to, will come and stand by the doorway as a dignified respectful way of saying goodbye.”

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