Goldwell Manor 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 provider met people’s needs.

This is the first assessment for this service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 86 (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.

Staff fully understood how to deliver person centred care, staff had received training in this area and told us how they put this into practice in their day to day work. One staff member told us, “We make sure everything we do is s tailored to each resident, they are individuals, we get to know them”. Personalised care was planned through discussions with people and their relatives, and considered people’s life histories, interests and needs. People told us about how the service ensured they had things that were important to them. One person told us, “I like books on trains, so I get them from the local library” and another person told us, “[Staff] come to talk to you to ask you what you like to do and then they organise it”. We observed staff throughout visits listening and talking with people and assisting them with their individual needs such as using communication books to help support people’s memory and express their needs.

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.

The service worked effectively with external agencies and professionals to ensure people’s needs were met in a planned and timely manner. The service had built relationships with services in the local area to ensure people had opportunities had to be part of the local community. For example, the service established links with the local community trust and football club who regularly visited the service to provide activities, these had been expanded due to their popularity. Local links were also in place with the allotments, singers and animal therapists all of which provided people told us positively impacted their wellbeing.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People received information to support their day to day lives in a way they could understand. We found information was adapted to meet people’s individual communication needs, text was adjusted, pictures and translation of language were all in place and used by staff and people to understand information. We also found signage in place throughout the service to orientate and inform people. People’s care plans detailed their communication needs and the support they required, this information was regularly reviewed and updated. People’s sensory needs were also assessed, and we found many objects that people could use to aid their wellbeing such as fidgets and wool. Key information was also found throughout the service on important information on how people could provide feedback of their experiences at Goldwell Manor Care Home.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People had many opportunities and ways in which to share their feedback about the service. The service had a residents committee who provided feedback and suggestions to the registered manager and provider, the feedback we reviewed gave suggestions on activities, how donations were spent, food and the environment. In addition to this regular ‘residents meeting’ were held which also provided feedback about the service and suggestions for activities. We reviewed the minutes of these meetings and found that when people had made suggestions these had been actioned. The provider also asked people, their relatives, staff and stakeholders for feedback in surveys. We found the provider had analysed the results of these to make any changes within the service. In addition to this we found suggestion boxes around the service where people could also post their feedback to the registered manager. The service had not received any complaints, however there was a system in place to manage these effectively. The provider also had a resident of the day system, where people had opportunity to speak with each head of department monthly and providing feedback and reviewing their care plans. We looked at the feedback people had provided and could see when people had queries for example about their laundry, staff had provided solution.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The service had systems in place to ensure people had regular access to medical professionals. For example, a weekly ward round was in place where the GP and partners visited the service to review people’s health needs. We reviewed the outcomes from these visits and found staff were proactive in advocating for people who were not able to communicate their needs. People’s relatives confirmed they were also kept up to date by staff on how their family member was. One relative told us, “The staff are really good and always ring if there is any concern with my wife.” We found the service to be accessible to all with each floor also having balcony outdoor space. Staff demonstrated a good understanding of equality and diversity and understood the barriers people could face, staff supported people to overcome these barriers for example by ensuring people had equal access to services. We found staff had arranged for healthcare services such as the dentist and hearing services to visit people at Goldwell Manor when people were unable to access these services in the community.

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’s rights were protected, care and support was provided in a person centred way which respected people’s differences and choices. People’s care plans detailed information such as their religious views and relationships that were important to them. We found the service worked with people to ensure these needs were met. We also found the service promoted the use of advocacy services. An advocate supports and represents people to understand their rights and can support them to make an informed decision.

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 received compassionate care to support them in planning their future. Staff worked closely with other professionals to provide dignified end of life care. The service had received many compliments about the care staff had provided, these included compliments from relatives following the care and support their family members had received at the end of their lives. We reviewed people’s care plans and found the wishes people had expressed were recorded and regularly reviewed.