The Moors Care Centre

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 inspection we rated this key question good. At this inspection the rating has remained 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. Care records were person centred. They identified what was important to and for the person. A new care records system was planned to be introduced in March, so that records could be developed further. People told us staff treated them as individuals and their choices and wishes were respected.

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. A relative said, “They have things like a chiropodist every 6 weeks."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s individual communication needs were identified and respected. Staff also understood how important keeping in touch with families and friends was for people. As well as visiting, a variety of electronic devices and social media channels were available for people to keep in touch.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a system in place for responding to any concerns or complaints. People told us they knew how to raise concerns or complaints. People told us staff knew them really well and they were able to raise any concerns they had, and were listened to. They said, “When I first moved in we discussed that [complaints]. I remember [registered manager] saying 'If ever you have any problems, speak to me.’ She has always been good like that" and "We would speak to staff first and then management if they couldn't resolve it."

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home was accessible and staff ensured people had access to the equipment they needed to support their mobility. There was a service user guide that gave people information about what they could expect from the service. Staff understood how to access specialist health or social care support people might need.

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. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ individual social and healthcare needs were fully considered and met. People told us they felt listened to.

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 were able to share their end of life wishes if they wished to. Staff had received training in end-of-life care. We saw lots of thank you cards from families about the kindness and support they had received from staff and the caring and compassionate end of life care their family members had received. People who had lived at the home for short periods of time for ‘respite’ or following operations, were supported with plans to return to their own homes.