The Park Residential and Nursing 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

Responsive – this means we looked for evidence that the service met people’s needs. People received care that was person-centred and this was reflected in their care plans. Alternative communication methods were used when needed to ensure information was accessible to people. People’s views were gathered and listened to. Actions were taken to ensure people had equal access to care and support and were connected to their local community. The service aimed to help people achieve good outcomes from their care. People had opportunities to discuss their future needs and wishes.

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.

People told us about many examples of the person-centred care they received. This ranged from how they wanted to have their bedroom arranged through to the activities they were supported to do. All people we spoke with felt staff would listen to them and respect their wishes.

Staff knew what good person-centred care looked like and showed a commitment to providing this for the people using the service.

The SOFI showed us staff knew people well and spoke to them about things they enjoyed and provided care at a pace that suited people. Staff were observed to support people in a person-centred way. This included appropriate use of banter for people who responded positively to this, and being patient where people needed more time to understand or carry out a task.

People told us they were able to access the care they needed. People told us they could see the visiting GP and one person had had a discussion with the GP on the day of our visit. Other people told us referrals had been made if they needed services such as physiotherapy.

One of the main challenges staff faced was in relation to ensuring stocks of medicines were delivered from the local pharmacy. There was work underway to address this.

One partner felt staff should have involved them sooner when a person’s needs had changed. We shared this with the registered manager who approached the relevant partners for further feedback to try and make improvements. Other partners commented that they found staff responsive to people’s needs with choices and flexibility care planned and referrals made to appropriate healthcare professionals when needed. Another partner fed back that staff were flexible and supported them during assessment processes.

Processes were followed to help ensure integration and continuity in care provision. For example, visiting healthcare professionals provided feedback on any dementia assessments completed and whether any changes were needed to their care plan. Leaders told us the technology they used ensured processes were in place to ensure care planning supported care integration and continuity. For example, care plans and any associated monitoring could be shared with other professionals such as when a person needed to go to hospital. This would help ensure they continued to receive the care they needed when transferring between services.

Where people had a visual or hearing impairment, they told us they had the equipment they needed and information in a way that was helpful to them.

Staff knew how to adapt their communication style or use resources to ensure information was provided to people in a way that was accessible to them. For example, one staff told us about a translation service used for one person during an appointment.

Policies and procedures were in place for the Accessible Information Standard, the General Data Protection Regulation and information security.

People felt listened to and involved in their care. A relative confirmed their family member’s care plan was discussed with them. Other people gave us examples of how staff checked they were happy with their care and respected their wishes. People told us they would know how to raise any concerns should this be needed.

Resident surveys were sent out to obtain feedback. Leaders then created a, 'you said, we did,' system to show how this feedback was used. People’s feedback had led to an improvement in the appearance of modified diets. Leaders explained there were clear compliments and complaints procedures as well as a whistleblowing policy which was shared with people and staff. The regional manager also completed monthly audits where they focused on speaking with people and observing care. Staff explained they would escalate any concerns raised by people using the service to the registered manager or provider.

Processes were in place to help ensure people were involved and their views heard. Meetings were held with people and their relatives. These had discussed people holding ‘ambassador’ roles to promote particular aspects of life at The Park Residential and Nursing Home. For example, one person had been appointed a gardening ambassador. People and relatives had been asked for their views on how satisfied they were with various aspect of life at the home. For example, whether they felt secure, had a sense of belonging and community, had a sense of purpose, achievement and significance. We saw recent scores showed people reported high levels of satisfaction with these areas. Processes to respond to complaints were in place. Learning had been identified and communicated to staff following the investigation of a complaint and the findings of the Local Government and Social Care Ombudsman. At the time of our assessment, a complaint had been received and the registered manager was in the process of investigation and responding to the complainant.

People with mobility issues and visual impairments told us the environment was not a barrier to them doing what they wished to do.

Leaders explained they attended community events to break down barriers associated with living in a care home. This included the offer of showing people around and inviting people to visit for an hour or two to have lunch. Leaders helped to ensure people could access information in alternative formats to help prevent discrimination. For example, they said, "We have a service where we can get things interpreted as well as using Makaton and picture cards.” Leaders explained that they would support people through challenges in their health and well-being journey rather than serve notice as they were committed to ensuring everyone had equal access to care and support.

One partner told us the staff were working positively with them to help develop transport options to get people to medical appointments and they found the home to be easily accessible with a large car park. Other partners told us that any unplanned care events were managed well, for example one partner told us an emergency assessment for a person had been arranged and this had enabled the correct equipment to be ordered. All partners told us the premises were accessible.

Processes supported equity in access. For example, we saw people had reviews with opticians to help ensure they received appropriate support with their vision. Staff completed training to help them recognise how to best support people’s equity in access. For example, they completed training in ‘Inclusion for all’ equality and diversity training.

People told us they felt treated fairly and had not experienced discrimination.

Leaders told us they worked to ensure equality in people’s experiences and outcomes. They said, "It's all about working together, how can we make things happen for people. My background is mental health and learning disability and I like to think what I can bring into the team."

A process to support ‘Staff champions’ was in place to promote good practice guidance for a range of areas. This included safeguarding, care planning, MCA, medication, person centred care, end of life, falls and nutrition. This helped to ensure people were achieving good outcomes in relation to these needs.

When appropriate, people told us any advanced wishes had been discussed with them.

Staff understood what good ‘end of life’ care looked like.

End of life care plans were in place when needed and people were involved in ensuring they provided details on how people wished to be cared for at the end of their lives. This included information such as where people wished to spend their last days, who they wanted with them and personal touches such as what music and flowers they wanted to have at their funeral.