Ivy Court

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

At our last inspection in March 2023, not all care plans were written in a respectful manner. This was a breach of Regulation 9 [Person centred care] of the Health and Social Care Act 2008 [Regulated Activities] Regulations 2014. Enough improvement had been made at this assessment and the provider no longer remained in breach of Regulation 9. Not all people received personalised care that met their needs. People were supported to maintain relationships that matter to them. The provider had a variety of processes and arrangements in place to capture people’s views and involve them with the service. People’s end-of-life care wishes were discussed and recorded. Relatives knew how to raise any concerns or issues.

This service scored 68 (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 spoken with were mostly complimentary around the personalised care they or their family member received and how changes in their or their loved one’s needs were responded to as outlined within the caring section of this assessment.

Staff knew people well and understood the concept of person-centred care and the need to deliver care and support that was individualised for the person being supported.

People who used the service had a support plan in place describing their individual care and support needs; and the delivery of care to be provided by staff. Whilst people were mostly positive about the care provided, as previously identified, not all people received personalised care that met their needs. However, these were isolated incidents. Care plans had communication records in place to guide staff on how best to communicate with the person they supported. Most relatives told us they had had sight of their family member’s care plan, and the information recorded. Comments included, “I went through the care plan with a member of staff so we can see what they are doing and discuss any changes” and “I am happy with the plan, they [staff] update often and I can suggest things that they will take on board.” Although there was a lack of social activities provided on the first day of our assessment, this improved on the second day. For example, on Oak Unit people joined in with a quiz and had the opportunity to share stories about their pets when they lived in their own home. Observations demonstrated people were fully engaged and enjoyed this activity. Relatives confirmed there were other social activities provided, such as external entertainers, bingo, access to community visits and religious observance, but not all family members wished to participate and were happy to watch the television or listen to music. A relative told us, “X is not really social. X went to watch the dancers which was quite good, but they choose not to attend all of the activities provided.”

People and their relatives told us they or their family member received care and treatment from a range of services that understood their diverse health and social care needs. This specifically referred to receiving care and support from both health and social care services, such as from community nursing teams.

The registered manager and staff confirmed health professionals met with them to discuss and review people's care and wellbeing to ensure appropriate referrals were completed when needed.

The provider had suitable arrangements in place to ensure people received joined-up care and support.

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

Most people and relatives spoken with told us they felt able and comfortable to raise concerns. Additionally, people and relatives were happy with the communication they received from the service. Comments included, “The communication is excellent” and “Communication is pretty good, I can speak to the manager and if I email them, they will get back to me in 24 hours.”

The provider had a variety of processes in place to capture people’s views and involve them with the service. Meetings were held with residents and relatives and satisfaction surveys were completed. Relative’s comments included, “There are always monthly resident meetings, and you can raise anything” and “I know of resident meetings, but I have not attended any as yet.”

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.

Discussions with people using the service and those acting on their behalf implied they had not experienced discrimination or inequality, nor treated differently when accessing or receiving support from healthcare professionals and services.

Care records demonstrated people were able to access services, including a range of external healthcare services and professionals throughout the day and out of hours. There was no evidence to suggest people experienced delays in healthcare provision.

Although at the time of our assessment there was no-one actively deemed to be at the end of their life, records of compliments and thanks seen suggested relatives were happy with the end of life care their family member received to ensure it was as comfortable as possible.

Staff spoke sensitively about how they supported people who were or were approaching the end of their life. A member of staff told us about the difficulties and sensitivities of having honest conversations about death and dying that meet people's needs. They also spoke about the importance of monitoring and assisting people with symptom and pain management.

Care plans demonstrated people’s end of life care requirements and wishes were documented. Where appropriate, ‘Do Not Attempt Cardio-Pulmonary Resuscitation’ [DNACPR] orders were identified clearly in care plans. The service worked in partnership with other professionals, such as the local palliative care team and hospice to ensure people received good end of life care.