Northlands Care Home (Northumberland)

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 service met people’s needs. At our last assessment we rated this key question good. At this assessment the rating for this key question has remained good. This meant people’s needs were met through good organisation and delivery.

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.

Staff at 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. Improvements had been made to records to ensure person-centred care, was provided by all staff. Care records provided staff with information of how people wished to be supported, if they could no longer tell staff themselves. This included information about people's likes and dislikes, things of importance to them to assist with person-centred care. People’s comments included, "Staff asked about things that should be on my care plan, including my likes and dislikes”, and “I can’t think of any improvements. The staff and people are lovely, I feel like I have had a little holiday.”

Staff at 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. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and an holistic approach to people’s needs. This included, for example, how people were supported after admission following a hospital stay caused by decline in health or an accident.

The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A person commented, “I have a white board to write things down to help me communicate with staff.” However, people did not always have information in formats to suit them, for example, when choosing meals or activities for the day. The manager told us this was being addressed.

People told us staff listened to their views and acted on feedback. People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. A person commented, “I would go straight to the manager and explain the problem, she would sort it out, she is a woman of action, the staff love her.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. A person told us, “I am getting stronger, the physiotherapist has been in.” Another person commented, “The palliative care nurse has been today to see me.” People's care records showed they had access to care, support and referrals were made for treatment when they needed it. Care records included information around people's sensory and communication needs.

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. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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’s wishes to remain at the home were respected when they neared the end of their life. Advanced care plans that were in place contained people’s plans for the future and if they wished to be transferred to hospital if their health deteriorated. Information was available about people's religion and cultural preferences if this support was required.