Ferndale Court Nursing 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

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 66 (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. Although some care records were not always reflective of people’s needs staff knew people well. During discussions with staff, they demonstrated they knew people well, one staff member told us about people’s drinks preferences. We observed staff singing peoples favourite songs with them and utilising peoples likes to minimise distress. For example, we observed one person who was upset, a staff member approached them and was singing their favourite song and talking about their likes. The person began smiling and singing along with them.

The service understood the diverse health and care needs of people and their local communities, care was joined-up, flexible and supported choice and continuity. Referrals to relevant professionals were made when required. Relatives and friends were invited into the service when they wanted.

The service did not always supply appropriate, accurate and up-to-date information in formats tailored to individual needs. Due to the provider only recently purchasing the service and providing support, some peoples care plans were not accurate and up to date. The service was in the process of updating everyone’s care plans, the ones which had been completed were accurate and a true reflection of people’s needs.

The service did not always provide assurances they were listening to and involving people in relation to their care and support needs and finding ways to drive improvements. Some people and staff told us they did not feel listened to although they expressed, they would know who to speak to if they had a concern.

The service did not always make sure people could access the care, support and treatment they needed when they needed it. People were not always at the centre of their care; this was due to lack of involvement in care planning. People told us they were left waiting for personal care including showering. Staff confirmed they did not have the time to ensure people were provided with care when they required it. The service engaged positively with health and social care professionals to promote good access to services.

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 service worked with relevant healthcare professionals to identify and meet the needs of people at risk of experiencing inequalities. For example, ensuring the health needs of people living with dementia were met.

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. Care plans were in place for those people who were approaching end of life care. There was evidence of discussions with people in relation to their wishes.