Church Farm at Rusticus

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

People received responsive care. Most people stated staff were responsive to their needs but there was a noticeable difference to this at weekends. People said they knew how to raise concerns or complaints and were confident these would be acted upon. Where concerns had been reported we saw these had been actioned appropriately.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received mixed feedback from people living at the home about their experiences of receiving person centred care. Most people told us staff met their needs in a responsive way and they were free to ask for any support they needed and this was responded to. However, some people told us this was not always their experience at weekends. One person said, “Staff at weekends are always different, I suffer for that because they don’t know my care needs because they are very busy and don’t get time to help. My needs are met apart from at weekends.’

Staff told us they had daily hand over meetings at the start and end of shifts which ensured accurate and up to date information was communicated about people’s current condition helping staff be more responsive to people’s needs. A staff member said, “These meetings really help, for example if someone has had a bad night’s sleep, I know they may need extra support or want to sleep longer during the day without being disturbed.”

During the assessment we observed staff assisting a person who had fallen. Staff were actively checking their observations to assess their health.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Everyone we spoke with told us they knew how to make a complaint and would be comfortable doing so. One person said, “I have raised an issue before and went to the [registered manager], they was wonderful and helped sort the issue straight away." People told us they were not formally asked for their feedback or opinions on the care they received. While staff and managers told us there were 3 monthly residents’ meetings. Everyone we spoke with told us they were not aware of them. For example, one person said, “There’s no residents meetings, I get the odd survey but not had one for a long time.” Another resident said, “I’ve never heard of residents meetings, and I’ve been here a while.”

The registered manager told us how they worked with people to resolve issues and concerns in a timely manner. For example, gates had been introduced in people’s rooms where requested to help prevent other residents, some of whom were living with dementia, from wandering into people’s personal bedrooms. Staff told us the registered manager was responsive they raised concerns and valued their feedback. One person said, “[The registered manager] is really good, things have changed since she started and its better now, she has an open-door policy and just being listened to really helps.”

While people we spoke with were not aware of resident meetings the provider was able to show minutes of meeting’s that some residents had attended. We spoke with managers during the assessment who advised they would ensure everyone was aware of these meetings and received an invite and support where needed to attend. The provider has a complaints policy in place, and we saw evidence of the registered manager investigating and responding to people’s complaints and concerns. We saw evidence of lessons learned being taken from the outcome of complaints and shared with staff to reduce the likelihood of occurrence.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.