Seagrave House 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

Responsive – this means we looked for evidence that the provider 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 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 service 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 remained at the heart of their care. A person told us they were able to practice their faith and attended services held at the care home. People’s care plans were written in a person-centred way and reflected how they wish to be cared for. These were regularly reviewed. A relative told us “[Name’s] care plan and risk assessments were in place and easily accessible, and [Name] had influence over them.” Relatives were kept informed about any changes to their family member’s health. A relative whose family member is living with dementia said, “My family and I are very pleased with the care given and how that never changes even with changes in staffing.” We observed the management and staff responded to people’s needs in a timely manner. A relatives said, “Any equipment aids adaptations that residents need appear to be assessed ordered and in place as soon as possible.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People received care and support from staff who understood their diverse care needs and were supported. Staff worked closely with health care professionals and records showed effective partnership working had taken place during reviews of people’s care. Staff accurately recorded information and shared with staff and relevant professionals such as the GP and district nurse.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was meeting the Accessible Information Standard (AIS), and ensured information was available in a variety of different formats and language as required. Staff understood people’s communication needs and styles. A staff member said, “I make sure people's hearing aid is put on and would change the battery if it's needed.” People’s communication needs were recorded, and provision was made to make sure people had information that was suitable for their needs. For example, people were given an easy read daily quiz sheet booklet and an activity programme for the week.

The service 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 were involved in decisions made about their care and support. All were confident any concerns raised with the registered manager would be taken seriously and acted on. A person told us they had a draughty window in their room; we raised this with the registered manager and action was taken immediately by the maintenance staff to the person’s satisfaction. A relative said, “The manager’s door is always open, she is ready with advice, support, sympathy or just a friendly ear.” People were confident to give feedback and raise concerns at the residents’ meeting. A person told us, “I’ve raised things at residents’ meetings and part of it was sorted - the food getting a little better now.” All concerns and complaints were recorded, fully investigated and were responded to in a timely manner. Any lessons learnt had been incorporated into the process.

The service made sure that people could access the care, support and treatment they needed when they needed it. Assessments completed before people moved into the care home ensured appropriate adaptations or equipment required for their care was in place. All areas of the care home was accessible by wheelchairs including the garden. The care home had an accessible minibus which enabled people with mobility needs to go on outings. Care plans considered people’s needs and identified adjustments needed to ensure they had equal access to services and in a way that works for them. People had regular access to visiting district nurses and the GP, and staff advocate for people who were not able to communicate their needs. Staff knew how to access people’s information for medical emergencies or out of hours support.

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 registered manager recognised the barriers people living with dementia and other health conditions may face. Management and staff were trained in equality and diversity, and in various health conditions to make sure people had equal opportunities and did not face discrimination within the care home. A staff member said, “I would challenge and educate staff or the resident of they treated anyone without kindness and unfairly.” People’s health and wellbeing was monitored and were referred to health professionals where required. Care reviews were completed regularly to ensure people and their relatives had the opportunity to talk about their experience and care was tailored to promote good outcomes. A relative said, “Following the latest risk assessment, which I am always involved, [Name] now has an alarm mat by their bed.”

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. People had been supported to express their wishes about future care needs including where they wished to be cared for was recorded in their care records. A person told us their end of life wishes had been discussed and said, “The family will deal with funeral arrangements and the home know the plan.” Staff were trained to provide end of life care and the support required from health care professionals. Staff knew where people’s personalised end of life plan and documents relating to their decisions were kept.