Firs Residential 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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed 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 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. Care records were detailed, up to date and individualised. Care plans were regularly reviewed and updated to reflect people’s current needs. We observed people being treated with respect and dignity. People told us they were happy living at the service, and staff were kind and treat them well. Staff told us how they supported people to make choices. This included choice of meals, activities, how they liked to spend their time and when they wished to receive personal care.

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. Staff followed policies and procedures in the service, to ensure people received responsive care and treatment, including emergency treatment when required. People received support from external professionals such as opticians, audiologists, Occupational therapists and GP's based on their support needs. Where people required pressure care or diabetes care, district nurses visited the service daily to ensure their clinical needs were met. External professionals told us staff worked with them and acted upon their advice. One professional said, “People are looked after and kept safe, it is a good home.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff knew people well and told us how they tailored their communication to ensure people received choices and had positive interactions. People had detailed communication plans in place, for example 1 persons plan detailed how staff support them due to hearing difficulties. Menus were provided to people in written, verbal and pictorial format to ensure people chose what they would like to eat and drink each day. Dementia friendly signage and pictures were in place to assist people living with dementia to reminisce and orientate themselves around the service. This included a pictorial weather, date and time board. The service also had inspirational poems and quotes on wall areas, to boost morale and positive well-being.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People felt listened to. A relative said, “Staff always treat people with dignity.” And a person said, “I get up when I want, nothing is forced on you.” People, relatives, professionals and staff had been involved in providing feedback about the service. Feedback surveys were positive and evidenced people were happy with their care and support. For example, 1 person commented the events and entertainment were ‘awesome’ and a professional commented the care was good and the home was welcoming. Some improvements were required to records, to evidence action was taken following feedback received. Complaints were effectively recorded and action taken to address concerns raised.

The service made sure that people could access the care, support and treatment they needed when they needed it. People received support from a range of external professionals to ensure their diverse needs were met. For example, a person was supported in a timely way to have a wound dressed by district nurses and another person had received emergency care following an accidental fall.

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. People achieved good outcomes and told us they had their needs met. We observed staff answering peoples call bells in a timely way and treating people with kindness and compassion. People benefited from an on-site hairdressers and nail bar. People and staff told us activities were varied for people, this included singers, entertainers, brass bands, bingo, arts and crafts and parties. Key events were celebrated. People were offered a varied diet, including regular drinks and snacks, and people told us they enjoyed the food. We saw people enjoying a cooked breakfast and where people were supported to eat, this was done so respectfully. We discussed with the manager during the inspection, people having fluid jugs in their own rooms, which would encourage people living with dementia to access drinks on their own. The manager told us this was something which would be put in place following our inspection.

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. At the time of our inspection no one was receiving care at the end of their life. Staff were trained to support people at the end of their life where required and staff understood their responsibilities to monitor people for signs of deterioration or pain. Where people had made future decisions about their care, this was clearly recorded in their care plans.