Orchard View

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

The service was responsive and has been rated good. This meant people’s needs were met through good organisation and delivery. People and relatives told us staff knew them well and care and support was personalised and responsive to people’s needs and interests. Care planning was person-centred and reflected peoples physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. The manager and staff ensured everyone could access the care, support and treatment they needed when they needed it. The systems in place made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support.

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 and relatives told us staff knew them well, supported them in their preferences and understood what was important to them. One relative said, “We work together well he has a good support network. I am fully involved in his care, and everything is going well.”

Staff told us they were involved in planning people’s care and where appropriate, they involved people’s relatives or significant others. People’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act.

Staff supported people in a person-centred way. Staff took the time to encourage people and provide reassurance whenever required.

We did not receive any concerns in relation to people's experience of this quality statement.

Staff told us they were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. Staff understood when people required support to reduce the risk of avoidable harm.

External health and social care professionals did not provide any feedback about the way staff worked with and treated people.

Systems and processes supported the appropriate sharing of information between stakeholders involved in people’s care. Care plans contained pertinent information about people’s needs and preferences and staff used these to provide appropriate care for each person.

People were supported by staff who understood their communication needs.

Staff and management confirmed people’s individual communication needs were identified, recorded, highlighted and shared. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard.

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. The provider, management team and staff understood the AIS requirements and had made sure appropriate communication tools, such as large print were, in place to meet people’s needs.

Relatives told us, “I feel listened to, my emails are responded too quickly.” And, “I think they know my relative well and have a lot of contact with their social worker. Several relatives told us they struggled to contact the home, sometimes phoning multiple times before staff answered.

Staff told us they actively listened and involved people. They described how they involved people using effective communication. Staff knew about the provider’s complaints procedure and were confident about dealing with a complaint.

Processes were in place to ensure people’s voices were heard, and any concerns raised were treated with compassion and as an opportunity to learn.

People were able to access care and treatment, and any external services required. People were supported by staff who knew how to meet their needs.

Staff supported people to access services in a timely way. Staff told us they supported people with external healthcare appointments whether they took place in the home or in the community.

External partners told us the provider worked with them. This was documented in people’s care records.

People had access to health care professionals. Records showed people had good communication with and attended other primary care services as required. The provider sought feedback from people in relation to their care and outcomes using the ‘Service User my say audit.’

Staff tailored care, support and treatment provided in response to people’s wishes and expectations.

The management and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers, or delays and protected people’s rights. Staff told us they learned about inclusivity and cultures that differed from their own.

The provider had policies, training and systems in place to encourage people and staff to speak up about equality. The provider had an equality and diversity policy which promoted equal opportunities for all. There was a whistleblowing policy in place encouraging people and staff to speak up. Staff completed equality and diversity training. Supervision’s sessions gave staff the opportunity to speak up.

Staff worked with people to understand their wishes for the future and this was detailed in support plans.

Staff and management confirmed people were supported to make decisions about their future care.

There were systems and processes in place to monitor the completion of end-of-life plans for people. We observed do not attempt cardiopulmonary resuscitation (DNACPR) and End of Life care actions within peoples records.