Quinton 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

Whilst feedback was gathered, this was not always acted upon to ensure people’s rights and wishes were respected, which meant feedback was not always used to improve care. People spent a lot of their time together as a group, records in place did not evidence whether people had been involved in this approach to care and support. People told us they were happy living at Quinton house and knew how to raise concerns. People did not always receive person centred care.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us, they received person centred care. A person we spoke with told us, “Staff know me, they know I like my music and we have a laugh, they’re brilliant.” Relative’s we spoke with told us, “Staff doing everything they can for [name], they know what he needs.”

Staff knew people well but did not always demonstrate a person-centred approach. Care plans did not demonstrate people received person centred care. Staff we spoke with told us, “They like to go together.” Records we reviewed evidenced people rarely went out with staff alone. It was not clear whether this was people’s choice. Whilst staff knew people well, staff we spoke with consistently spoke about people as a group. We found staff did not always respect people’s wishes. For example, one person made a request to go and watch a show. A staff member we spoke with said, “In reality they say they want to go but if they were offered, they probably wouldn’t go.” The person had not been offered the opportunity to watch a show.

We observed staff to provide care in a kind and caring manner. We observed people did not always receive person centred care. We observed at times a blanket approach to care, people ate the same meals and did the same activities. We observed staff to talk to people as a group at time rather than seeking out individual. Records we observed supported our observations. People’s bedrooms were personalised according to their preferences; however, another person had moved rooms in the months preceding our inspection and some of their personal belonging remained in their old bedroom. No action had been taken to remove their items and place them in their new room.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

Surveys were sent out to gain peoples and their representative’s opinion on the care and support provided at Quinton House. We reviewed a number of surveys where people had made repeated comments without sufficient action being taken to address their concerns. The registered manager had sent the survey to the provider to action, but the issue remained. This meant the provider did not always act on concerns. Care records we reviewed demonstrated people had made requests to enrich their lives however we found little action had been taken to support people. For example, a person made a request to go on more ‘outings and holidays’, records showed no action had been taken to support the person to go on holiday or anymore outings. This meant people were not always listened to.

People and their relatives told us they knew who to talk if they wanted to make comments or raise any concerns. A relative we spoke with told us, “I have raised concerns, and the manager is generally responsive, I give them time to make things right.” A person we spoke with said, ““I’m really happy, but I would talk to the staff, no problem about that. They always sort things for me.”

Staff we spoke with told us people, their relatives or advocates were offered the opportunity to share ideas and raise concerns. A staff member told us, “We have offered coffee mornings to give people the opportunity to discuss anything, If we don’t know we can’t fix it.” Staff knew how to refer people to an advocate if needed. A staff member told us, they explained the role of an advocate to a person’s relative to ensure they were aware of this role and what it entailed.

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.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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