Bank House 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

Systems were in place to manage complaints. The feedback we received was that the care was person centred and that people were able to participate in a range of activities at the home.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The people we spoke with said they received person centred care. One relative told us, "(Person) gets their hair done and is always clean and tidy. In fact, today she had had her hair done and looked really smart it was nice to see her like that. That is just how she likes it."

Staff understood people's preferences, likes and dislikes and how they liked their care to be delivered.

The care being delivered was reflective of people's assessed needs. For example, where people needed to eat certain foods or be supported with specialist equipent to aid their mobility.

People told us their care needs were assessed and discussed with them and that they were involved with any ongoing reviews that took place.

Staff understood about protected characteristics and talked about people as individuals.

We didn't receive any feedback from partners regarding this evidence category.

Where people did have any protected characteristics, this information was recorded in their initial assessment and care plan.

People said they were provided with all the information they required. One person said, •“The care home is a lot better now than it was. They have staff/family meetings now and there are notice boards up on the wall now.” Another person added, • The care home is very good at communication with the family.”

Staff were aware of people's communication needs and how best to support them.

Information was recorded in people's care plan, along with details about any sensory equipment they may require such as glasses or hearing aids. Work was to be carried out in developing the homes brochure and relevant records so people can understand information they are given. This includes making sure that people get information in accessible formats.

People said they knew how to complain if needed. One person said, “I have no problem I am very happy here. If I needed to complain or speak up about anything I would do but I don't need to.”

Staff knew how to involve people in their care and said people often raised any concerns with themselves or the manager for further action.

Complaints were handled appropriate and there was an appropriate policy and procedure in place. Information was displayed around the home to inform people how to complain if needed.

Individual support plans were in place which explored people's rights. Where necessary DoLS were in place to ensure people were not unlawfully deprived or restricted. Relevant training was completed by staff to help develop their knowledge and understanding. People were supported, where needed, with their right to vote. An open visiting policy was in place. People’s right to family life was encouraged and respected.

The building was adapted accordingly to meet people's needs. Relevant aids and adaptations were in place to aid people’s safety and mobility. All areas were accessible and serviced by 2 passenger lifts and a stairlift. There was ramped access to the home, which was easily accessible by wheelchairs and ambulances. The activity worker was exploring opportunities so people are able to participate fully within the local and wider community.

The registered manager was aware some people's religious needs were not currently being met. They assured us they would liaise with local religious groups to see if this area can be met.

Individual support plans were in place which explored people's rights. Where necessary DoLS were in place to ensure people were not unlawfully deprived or restricted. Relevant training was completed by staff to help develop their knowledge and understanding. People were supported, where needed, with their right to vote. An open visiting was policy in place. People’s right to family life was encouraged and respected.

Staff told us they received training to care for people approaching end of life and worked closely alongside other professionals such as district nurses. Online training was also available for them to completed.

Policies and procedures were in place regarding end of life care and people also had specific care plans in place. One person told us, “At this time, I have not wanted to have a conversation and have not expressed my end of life wishes.”