Sandown Court (Care Outlook)

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 newly re-registered service which was taken over by a new provider in November 2023.

This key question has been rated 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 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.

People told us staff treated them as individuals and they received consistently good, person-centred care and support from the same group of staff who were familiar with their needs, preferences and daily routines. One person said, “I have the same carers all the time who know exactly what I need and like, and more importantly what I don’t.”

Care records contained personalised information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes. Staff demonstrated good awareness of people’s individual needs and preferences were familiar with the term ‘person-centred’ and what this meant in terms of supporting people using the scheme.

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

People told us staff understood their care needs and that they worked well with multiple external health and social care professionals to consistently meet those needs. An external health care professional told us, “We worked with the provider, the local authority, the GP and medical staff at the local hospital to improve communication between all the parties involved to ensure they now routinely attend all their medical appointments on time.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider ensured people were given information in a way they could understand. We saw easy to read and understand pictorial information was displayed in a person’s flat to help remind them when and how to take their prescribed medicines, which they managed independently.

Information about people’s communication needs, and preferences had been identified and was included in their care plan. Managers were aware of their responsibility to meet peoples communication needs and make information accessible. They told us, “Should a service user require alternative versions of a document we would be able to purchase this from a translation service we use who can also provide us with in-person interpretation services.”

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. People told us they had regular opportunities to speak to the managers and staff and they felt listened too and involved in making decisions about the care and support they received. One person said, “My regular carers ask me every day how I’m doing and sometimes the managers come to see me to talk about the care I get.” An external care professional added, “Customer surveys and meetings are routinely conducted at the scheme which ensures people have regular opportunities to share their views about the standard of care they receive, and raise any concerns they might have.”

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

An external care professional said, “My client was socially isolated and struggled to access services within the wider community post COVID-19. Staff at the scheme have gone the extra mile for [name of service user] and proactively supported them to engage in community-based social activities once again, especially outdoor activities.”

The registered manager explained that they partnered with a local learning disability service to provide drop-in sessions, connecting people to relevant community resources.

The scheme employed an activity coordinator who helped plan and deliver a program of meaningful social activities and events for people who had limited access to the wider community and were at risk of becoming socially isolated. During our assessment we observed the activities coordinator host a quiz in the communal lounge area which was well attended by people living at the scheme.

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 were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice.

Staff had received equality and diversity training and understood people had a right to be treated equally and fairly, and to receive care and support that met their specific needs. For example, managers and staff confirmed people had the right to choose the gender of staff who provided their intimate personal care.

Care plans contained detailed information about people’s spiritual and cultural needs. Staff were aware of people’s diverse spiritual and cultural needs and wishes and knew how to protect them from discriminatory behaviours and practices.

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 did not require any support with end of life care at the time of our assessment.

People who had received end of life care and support at the scheme had experienced a dignified death. People’s wishes for their end of life care, including their spiritual and cultural wishes, were discussed, and recorded in their end of life care plan. This ensured staff were aware of people’s wishes and that people would have dignity, comfort, and respect at the end of their life. Staff had received end of life care training.