Twyford House

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. Overall, people were positive about the care they received. People told us, “I can go to bed anytime I like, including having a nap in the afternoon” and “I’ve had a stroke and staff need to help me. They are great, very caring. Some days I only want to wash by the sink or have a shower, that’s okay.” Assessments were undertaken and care plans highlighted people's goals and desired outcomes, these contained person centred information about people’s likes and preferences. Managers were encouraging staff to complete “Who I am” documents for everyone, to further help staff understand people’s backgrounds and histories. Staff told us they worked in a flexible way and respected people’s wishes.

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. The provider had recently amended their registration to provide nursing care at the service. The registered manager explained this should enable them to continue to meet people's needs should their needs change in future. They also worked with local health and social care partners to provide places for people coming from hospital or home for a period of assessment and/or rehabilitation.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had an accessible communications policy. People’s communication needs were considered as part of their care plans. In response to feedback, staff had developed a more accessible and simplified activity planner for display. The provider used various technologies to help staff engage with people, for example they used a wellness app, providing programmes and activities to support people with various needs and abilities. The registered manager was encouraging it’s use. Menus were available and we were informed pictures menus were available. However, some staff were unclear where these were kept, which suggested they were not routinely used . We shared this with the registered manager.

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. The provider had an electronic system to enable people to sign in and out of the building and leave feedback. We saw a significant amount of feedback was shared and reviewed, which in the main was very positive. People's feedback was also sought through meetings and surveys. The provider produced a report to share the results. Staff surveys were undertaken and the provider shared “You said, we did” feedback, to let staff know what they were doing in response.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Various health and social care professionals visited the service. Primary healthcare practitioners visited the service weekly and reviewed people’s health and medication needs. The provider had links with a local chiropodist and optician who visited to enable people to access their services.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had an equality, diversity and inclusion policy in place and staff undertook equality and diversity training. Managers were introducing ‘culture days’ and people were getting involved in sharing their experiences with others.

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 to enable people to discuss and record their wishes. Some staff had undertaken the ‘Six Steps to Success in End-of-Life Care’ program to support the quality of the end of life care they provided. A family room was made available to support the visitors of people receiving end of life care.