Redlands 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 provider met people’s needs. At our last inspection 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People’s relatives told us their family members received care that was individual to them and that the service was quick to make changes to care as their family member’s changing needs required. Staff understood the need to meet people’s needs in a person-centered manner and one told us, “Every resident is different and has different needs and likes. We support that and like to do as much as we can so they can have the best possible life.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff understood the cultural needs of the people they supported including in relation to their age and frailty. For example, the service was involved in pilots and projects that aimed to support older people to live better lives knowing the risks associated with aging. One of these projects supported better hydration and our observations showed staff understood the importance of encouraging good hydration in older people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We saw that people had communication plans in place and that accessible information was displayed around the home. They also produced a large print service user guide which gave potential service users information on the home to help them make informed decisions.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People’s feedback was positive in relation to how the service made making suggestions, concerns and feedback accessible and easy. Whilst formal systems were in place for this, people appreciated the accessibility and approachability of all members of staff which gave them confidence in raising any concerns or making suggestions.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staffing levels, effective teamworking, both internally and with external partners, and efficient management meant people received the care they needed at a time they wanted it. Our observations confirmed this and people’s relatives told us this.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The service advocated on behalf of people who used the service knowing their age, mental health conditions and physical disabilities left them vulnerable and at risk of inequity in their care. We saw staff were proactive in ensuring people received the support, care and treatment they needed to live a fulfilled life.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. We spoke with the relatives of people who had experienced end of life care at Redlands House and they were overwhelmingly positive about the compassionate care they and their family members, had received. One relative said, “They did everything for my [family member] at the end of their life; they checked on them, they knew what was going on, checked we were okay. It was a lovely experience to be honest. The way the staff treated [family member] was amazing and the care was impeccable.”