Treetops Residential Home

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• 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 newly registered service. This key question has been rated Good.

This meant people’s needs were met through good organisation and delivery. People received person centred care, they were given information in the format they required. People were listened to and involved in developing the service. The provider acted to make sure people had access to the community and healthcare, when they required additional support. People were supported to plan for the future and record their choices and preferences.

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. Staff knew people well and the provider described staff as nurturing the relationship they had with people to develop their care and support. Staff told us they had time to spend with people and ‘bond’ with them. People and relatives told us they had been involved in developing their care plans. A relative told us, “We had a group meeting with (relative) to discuss their support needs and talked about what should go in their care plan.” People’s care records included areas such as what they liked to chat about. Staff demonstrated they knew this and described what people enjoyed and what was important to them. Staff knew how people liked their environment such as if they liked their curtains or door opened or closed and staff respected this. There was a handover process in operation to make sure all staff are aware of any changes in people’s needs and wishes.

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 management team recognised the importance of people being supported by their family. People’s care plans included information about how people wanted to be supported to attend appointments, such as being escorted by family members. Relatives confirmed they were informed of changes to their relative’s support and of appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans included how they communicated and how they liked to receive information. For example, some people had difficulty finding words and staff would speak to them in simple closed sentences. Other people had communication boards to assist them to understand what was being communicated with them. The provider had supported staff whose first language was not English, to complete additional communication training to ensure they understood what people were saying to them. Information provided to people was in an easy read for mate including how to make a complaint and survey questionnaires. The provider had used clear signage around the building to support people to move around independently. An easy read calendar was in place and clocks with both faces and digital display were in place. There were large print menus with photographs of meals, so people could choose what meal they wanted.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider told us, “We listen to what people want and arrange this for them”. This included reintroducing people into the community and tailoring their care to their individual needs. The provider held regular meetings with people, they did this in groups and then checked with individuals to make sure their views had been heard. The provider asked people and their relatives for their views on the service every 6 months. This was analysed and feedback with outcomes was provided. One relative told us they were working with the provider to plan improvements in the garden. They had already provided advice and some plants to add colour to the garden. People had been involved with staff meetings to help them to understand what staff were discussing and what plans were being considered. There was a complaints policy in place, which people and relatives confirmed they were aware of. There had been no formal complaints, but a record had been kept of informal complaints and these had been resolved quickly. People confirmed when they raised any concerns, staff dealt with these quickly.

The provider made sure that people could access the care, support and treatment they needed and when they needed it. The provider and staff understood that people may face inequality in accessing services because of their age and disabilities. They advocated for people to receive the services they required and explored alternative ways people could get the support they needed, such as assessments by dental hygienists when people could not access a visiting dentist. The provider had purchased a minibus and had obtained a blue parking badge to support people to more easily access areas of the community. People were encouraged to attend the GP for appointments when they could, enabling them to have the same access as people 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. The provider understood their role in supporting people to attend appointments such as GP or hospital appointments to make sure they have the best outcomes possible. Staff supported people to be as independent as possible to improve their wellbeing and their outcomes. People told us they were encouraged to plan what they wanted to do and staff assisted them to develop a way to make sure the plan was achieved.

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 had been asked about their end of life wishes. Everyone had discussed their wishes with the GP or nurse to decide how they would like to receive care in the future. This included when they wanted to go into hospital or receive treatment at the service, these discussions were recorded in anticipatory care plans. These plans were used by staff and emergency staff to decide people’s care if they were unable to be part of the discussion. Care plans included people’s spiritual needs, such as support from a priest when people were Roman Catholic. When people had specific requests such as to be resuscitated, these were recorded clearly on their records and known by staff.