Ferndale 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

Staff ensured people had access to health and social care services to promote positive health outcomes. Where people’s communication or cognition could potentially form a barrier to care and support, staff worked with people to understand them and ensure they had access to services. People and relatives were able to give feedback through meetings and informal discussions.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

People and their relatives attended regular meetings at the service. One relative told us, “There used to be a newsletter, but now the manager is trying to organise events to get relatives and residents together regularly, such as today. It’s given me a chance to have an in-depth conversation with [managers]”. The registered manager had an open-door policy and was accessible to people and staff and valued the views of people and their relatives. They spoke about their focus to ensure people received the best possible experience whilst living at Ferndale Residential Care.

People who were at risk of inequalities in care were identified and staff ensured appropriate support was in place for them. Where people were not always able to freely express their views, staff would make changes in response to their reactions. For example, where people had varying levels of hearing, staff adapted their communication approach and style inline with individual needs. Staff gave examples of how they ensured people received person-centred care, a staff member said, “My hours have been tweaked so that I can come in and support someone earlier in the morning, she's very independent but a little bit anxious and likes someone to be in her room while she gets ready, I've been brought in to be there for her”.

Staff looked at options to promote positive experiences and outcomes for people. For example, a person expressed emotions physically; in corroboration with community mental health professionals, staff identified potential health triggers. Staff changed their approach and as a result, incidents have greatly reduced. Staff consistently reviewed people’s needs to promote positive experiences and outcomes. People were listened to and supported to utilises health and social care services. Records showed staff recognised when people needed support, for example with their health. A relative said, “The GP is called straight away”. People have care and support that is co-ordinated, and everyone works well together. People’s care records were person-centred and contained information which was important to them.

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.