Seabourne House 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

Responsive – this means we looked for evidence that the service met people’s needs. This is the first assessment for this Seabourne House Care Home. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery. People received personalised care that met their needs. People’s views were sought, listened to and acted upon. Their rights and individuality were supported.

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. Risk assessments had been completed to assess risks to people’s health, safety and wellbeing. Outcome and actions to mitigate risk of harm had been transferred to care plans which were person centred. A staff member said, “Everything I need to know about a person is in the care plan. SALT, allergies special diet is recorded in care plans and there is enough information for me to follow.” Daily care notes showed people were receiving care which was individualised. One relative told us, “Everyone here is respected and treated as an individual. Staff respect people’s dignity and privacy.” Another relative said, “I watched staff with other people so I can see how caring they are. They seem to know everyone's names. The other day they had a tea party. They had wicker baskets, cakes, some people were dressed up.” We observed staff offering choices and facilitating people’s preferences.

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.

People told us they were supported to access care and support when required. One person said, “I saw the doctor the other day.” A relative told us, “Staff are very well trained and very caring. They have a lot of energy and there is a good culture here. The staff know their residents well.” Health and social care professionals were complimentary about the service. A health and social care professional told us, “I have observed that the residents receive good care. Their rooms are always clean, and they are provided with the support they need.” The service liaised with social care professionals to review and respond to changes in people’s needs. Staff told us they understood how important it was to work with health and social care professionals to ensure a holistic approach to care. A staff member said, “If a resident is not very well, if we notice any changes in them, facial, body language, we ask them and let the management know. When required we do take their observations. If vitals are ok, we tell the head of care. They always contact the healthcare professional. If it’s an emergency, we call straight away.”

People and their relatives told us they felt informed about what was happening at the service. Comments included, “They always contact me if anything happens with [family member]. They also ring me or when I am visiting, I get regular updates”, “[The communication] is very good. If they need to speak with us, they always start ‘with there is nothing to worry about’”, and “They ring us with updates.” Staff told us they understood people’s communication needs and knew people well. They were able to tell by a person’s facial expression or change in their body language if they needed support. A staff member said, “We have a show plate. We tell people the name of the food. Some people don't understand the name of the food, but they can see, and they can choose. We give colourful plate which is fully visible, and the [drinking] glasses are visible as well.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People and their relatives told us they felt comfortable speaking with the manager or any of the staff if they wanted to give feedback or raise concerns. A relative said, “We can speak to anyone and if they can’t help, they will find someone who can or find the answer for us.” Another relative told us, “I can speak to any of the staff. They are all ready to listen and help. I would speak to the staff/management. The staff are lovely. They all are.” The service had an up-to-date complaints policy in place. Complaints and concerns were fully investigated and responses given in accordance with the providers policy.

Staff ensured that people could access the care, support and treatment they needed when they needed it. People were supported with medical appointments and follow up appointments. Staff received training in equality and diversity. A health and social care professional told us staff at the service provided effective care,

“Staff seem to take observations regularly. They seem to do good assessments such as weight and height. They have recent weights, especially when we are unable to get this information from the person.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experiences or outcomes and tailored their care, support and treatment in response to this. People's care and support records were person centred and set out aspects of people's characteristics, beliefs and preferences to ensure people's equality and diversity was respected. Staff told us they understood people had the right to be treated equally and supported them to choose what they want to do. Staff told us of real-life examples of empowering people to make choices in their day to day lives. For example, when choosing what to eat or what to wear. People and their relatives’ views had been sought through surveys. The results were used to shape future care delivery in the service.

People were supported to plan for important life changes, so they would have enough time to make informed decisions about their future, including at the end of their life. Future wishes had been sought and staff had been provided with instructions on how to meet them. People’s decisions and what matters to them was included in personalised care plans that were shared with others who may need to be informed. End of life care plans included directions regarding a comfort box left in room with scented sprays, hand creams, CD, CD player, books, poems, lip balm, soft blanket, and mouth swabs. Instructions for what staff should do for expected passing and person’s wishes were recorded. Staff were aware of people’s needs and wishes and had access to relevant documentation. The service provided a lot of support to relatives during their bereavement period.