Everdale Grange

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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 had comprehensive care plans in place. Care plans were person centred and included people’s preferences and unique psychological, social and cultural needs. This enabled staff to provide care and treatment in a way that mattered to people, valuing and respecting their routines and preferences.

Activity staff supported people to participate in a programme of activities. This included group and individual one to one time. Care staff also supported people with activities and stimulation. Activities were based on people’s known interests and pastimes, including themed days, religious and cultural celebrations. External visitors also provided activities and were popular with people. This included visits from the children at the local nursery and musical entertainers. Regular coffee mornings were also arranged. Photographs showed people engaging and enjoying the outdoor space and activities in the better weather.

Staff had an inclusive approach, ensuring all people received opportunities throughout the week of participating in activities. Staff clearly knew and understood what was important to people. A staff member told us how a person enjoyed bird watching in the garden and naming the different types of birds. A staff member said, “Hard to reach people, we will talk to them and use reminiscence and touch which is very important that they feel comfort and care.”

A relative told us how they were asked about their loved ones interests, hobbies and pastimes on admission. They confirmed how staff provided activities based on the information shared.

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

Staff worked with other professionals to make sure people’s needs were met and made timely referrals where needed. For example, the registered manager supported people to access health assessments for additional funding and worked closely with external health and social care professionals such as the GP, community mental health teams and specialist nurses and social workers.

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

People had a access to the provider’s ‘service user guide’. This document contained information about the service, a charter of ‘service users rights’, health and safety information, religious services, how to make a complaint or raise a concern, facilities available and the management structure.

Staff knew the most effective way to communicate with people and this was recorded within care records, this included the use of visual aids where this was required. People whose first language was not English had access to staff who spoke their language.

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 and relatives told us they felt able to raise any concerns and these were responded to in a positive and timely manner. A relative told us communication was good, and they were always kept informed about any changes and consulted about care and treatment decisions. A person told us how they felt listened to, they described an occasion where a care worker had made a mistake regarding their care and treatment. The person stressed this was an accident, they reported it to the nurse, who took action, and it never happened again.

Where complaints had been received, we saw examples of actions taken by the provider to investigate and how the complainant was responded to.

People and relatives received a variety opportunities to share their experience of the service such as via quarterly satisfaction surveys and meetings. Feedback received was analysed and an action plan developed to confirm how improvements would be made. For example, as a result of feedback received in November 2024 the provider took the following actions to make improvements. Personalised care plans were enhanced ensuring that people had a say in their daily routines and meal choice. Family communication channels were improved and more structured updates on people’s well-being. Menu variety and dietary preferences were reviewed, ensuring that people’s feedback was incorporated into menu planning.

We observed staff involving people in discussions and decisions about their day to day care and treatment needs. Staff used effective communication such as speaking with people at eye level, were unrushed and ensured they understood the person’s response.

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

Reasonable adjustments had been made to ensure people were enabled to have access to all parts of the service. For example, there was good use of signage to support people to orientate around the service. The environment was spacious and free from hazards to support people with mobility needs and people living with dementia who walked with purpose to do so easily.

The management team supported people and their relatives to access services, including health care and assessments, to ensure they received the care and support they needed. This included reviews of funding arrangements.

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 able to access care and support that met their individual care and treatment needs, routines and preferences. Staff had access to information about people’s unique histories and the things that were important to them, so they knew how to engage people even when verbal communication was difficult. Sensory activities and reminiscence were used to provide activities for people who required this.

Staff and managers advocated on behalf of people to ensure they had access to medical services and supported people who were at the service for reablement and rehabilitation purposes to achieve a positive outcome. There were no language barriers.

People and relatives confirmed staff supported them to access the care and treatment they needed.

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 had their advanced wishes regarding receiving treatment if their health deteriorated recorded. Three of the provider’s managers had attended end of life champion training. An ‘end of life’ statement had been developed which stated their intended goal was to promote quality of life and comfort to people at the end of their lives. The provider had developed a resource folder in end of life care to support staff in recognising signs and symptoms requiring anticipatory medicines, to promote comfort and relive pain and how to provide personalised care and treatment at the end of life stages. This was informative and supportive to staff in ensuring end of life care was personalised, respectful and dignified.

A single person foldable bed had been purchased so that relatives could stay with their family member as they approached the end of their life should they wish to. Leaflets providing information to relatives about end of life care and support were available.

We saw compliments the staff had received from relatives about the care and treatment, including end of life care that had been provided to their loved one.