Sunnyhill Residential 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

People and relatives were encouraged to share their views about the service. A comments box had recently been added to the entrance foyer. The service worked closely with other health professionals to improve people’s care and support, and families felt well informed if there were concerns about their relative. Staff knew individuals and used that knowledge to lift people’s moods with positive chats about things that interested them. We saw that some people had chosen jewellery, make up and nail varnish that they liked to wear.

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.

Relatives told us that their family members are treated as individuals. One told us, “They have dogs that go and visit – I have seen the therapy dog up on her bed, she loves it – you can see it on her face.” Another said, “I cannot fault it. It gets five stars from me.” One person told us, “The hairdresser comes here and does my hair, there is also a lady who does our feet.” Another relative said, “The staff told me they think a lot of [relative] – she helps them to hand the teas out.”

Staff knew about people and how their anxiety or stress can show in their behaviour. They told us how they used personalised distraction techniques to calm and reassure people. One staff said, “How I feel is – I would treat people how I would want to be treated. We need to understand their preferences and choices, for example they may prefer a shower at specific times, or on certain days.” One staff told us, “I saw that X was tapping their feet to Abba music, so I thought it would help her when she has personal care. It has worked well.” Another staff member said, “Individuals backgrounds are included in people’s care plans.”

Staff interacted with people regularly and with genuine care and respect shown to them. We saw that where people needed reassurance, staff would hold their hand or put a caring arm around their shoulders. We observed the activity coordinator asking people what types of films and music they preferred.

Relatives told us that specialists and health professionals were consulted for advice and guidance when needed. Examples were shared with us of contact being made to source equipment, and expertise to support them to give the best care to people.

Staff told us how they worked with other services to support their decision making. One example was of a person with heightened anxiety and distress, and how they had requested a medication review and contacted the mental health team to review their care and support quickly.

We spoke with one health professional who told us that staff understood peoples care and support needs well.

Records showed timely referrals had been made to other health services when required.

Relatives told us that they felt involved and well informed about their loved ones health. One told us, ‘I did talk to them about person centered planning early on to make sure they were still sticking to some of the things she could still remember and what she liked.”

Staff told us how they had learned some techniques for good communication on a recent experiential dementia training course. They said it was quite harrowing but showed them the importance of clear and straight forward communication with people who live with dementia. Staff told us that people have communication care plans in place which give detail about any communication aids that are needed to support that person.

Communication care plans were in place which contained information about communication aids that people needed. Initial needs assessments were produced in an ‘easy read’ format with images to aid understanding. Information was stored securely and access was restricted with passcodes and log ins to ensure only the correct staff could view sensitive information, for example staff files.

People told us that if they were unhappy with something, they could easily talk to staff about it. Relatives said they felt listened to, one told us “I had to talk to them about laundry, but they soon got on top of it.” Another relative said, “They are filling up a life story book for him.”

The registered manager told us how family members can have a log in to their digital system that will show them how people have spent their day, and what support they have been given.

A resident's handbook was available in the entrance hallway for people or visitors to read. It had information on how to complain, and how post and telephone calls are sent and received. It also welcomed visitors to come and have a meal at a minimal cost with 24 hours notice. The service had a complaints process and these had been recorded, however improvements could be made by adding these to the service improvement plan so that themes could be recognised and acted upon. During our assessment, the registered manager had added a feedback post box in the reception foyer for people to post any comments or suggestions.

Relatives told us that health professionals would be contacted if there were any concerns. Relatives also told us that staff supported people in the best and most appropriate way to keep in touch with friends and family, using technology to support.

The registered manager gave examples of how accessibility had been a priority when the service lift broke down recently. A space on the first floor had been made available for activities to ensure that people did not feel isolated, and staffing levels were increased.

We approached health professionals for feedback, however none was received at the time of reporting.

There were systems in place to ensure that people received the care and treatment they needed in a timely way. Records showed that referrals had been made promptly when specialist advice was needed.

We received positive feedback from people and their relatives. One relative told us, “The activities worker is often spending half an hour with [relative], even though he is up in his room.” Other relatives told us that people are offered experiences and activities which match their likes and areas of interest. One relative said, “Someone brings a dog in – all the people love it!”

The registered manager told us that the new owners had increased the budget for activities, enabling them to book shows and plan better events. They told us how the staff team enjoy learning about people’s backgrounds and cultures and then seek information to understand that better. The registered manager said, “We altered the rotas during Eid enabling time off for staff and support for our resident. This has expanded our knowledge and inclusion of cultural differences and allowed us to share in celebrations.” Staff told us that they have some picture cards that they can use to help communicate with people who struggle with verbal communication. Some staff commented that people would benefit from having more sensory items that they could engage with.

We saw that people’s cultural needs were prioritised if that was their preference. Rotas had been adapted to allow for staff to support people at times of fasting, and staff of similar faiths were supported to pray together with people of the same faith if they wished. Celebrations were organised for people according to their faith, and everyone was invited to join in.

Relatives we spoke with told us that they were informed about any decline in health or wellbeing of their relative.

Staff understood what care needed to be provided for people who were reaching the end of their lives. Care plans had been written and took account of people’s preferences around care at the end of their life and the extra care and support they may need. For example, oral health and comfort had been identified for extra support. Plans had been put in place for additional end of life medicines that would support a comfortable and pain free death. The registered manager told us that families are welcome to stay at this difficult time, and they would be provided with meals and shower facilities. One staff member said, “People’s preferences for their end-of-life care are recorded in their care plans, which would be found on the computerised system.”

Records relating to people’s decisions at the end of their life were recorded. The deputy manager confirmed further work was needed and was underway, to ensure these were accurately reflected within the care documentation.