Hambleton Court Care 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

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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. Support plans were person-centred and created in discussion with people and their relatives where appropriate. One person told us, “They do go through the care plan with me. There are residents’ meetings once a month too.” One staff member told us, “We read all the care plans, overall, they are a good representation of people, we get to know all the relevant information, everything is in there and we get time to read them.”

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. The service worked with other professionals including GPs, district nurses, speech and language therapy, occupational therapists and the falls team. Advice from professionals was incorporated into care plans and relayed to staff in daily handovers.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Relevant information was displayed in accessible formats throughout the home, this included the use of large fonts, photographs and pictures to aid understanding. People had individual communication care plans in place and staff were attentive to people’s communication needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Monthly meetings were held where meaningful discussions took place and people were able to share ideas and raise any concerns. People knew how to complain if they needed to and told us the registered manager was ‘approachable’, ‘kind’ and ‘understanding’. The provider used an annual survey to seek further feedback and the results from these were analysed and actions implemented in response. Concerns were dealt with appropriately and in a timely manner.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access healthcare professionals and other services when needed. Staff were aware of people’s individual support needs in this regard and all key information was handed over to all staff at the start of each shift.

The provider had an equality and diversity policy in place which was reviewed annually, and all staff were provided with training on equality and diversity. The provider had appointed a dignity champion, and people were supported to access local advocacy services to ensure their views were heard and to support equity in experiences and outcomes. People’s diverse needs were taken into account; for example, people were given the opportunity to celebrate different religious ceremonies.

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 individual end of life and future care plans in place. Important decisions were appropriately recorded including ‘Do not attempt cardiopulmonary resuscitation’ forms (DNACPR) and (ReSPECT) forms. ReSPECT forms are personalised recommendations for people’s clinical care in emergency situations, where they are not able to make decisions or express their wishes.