Rakewood 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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has remained/changed to 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.

Some people were clearly able to express their individual needs and wishes and made decisions about how they spent their time or when they needed assistance from staff, which was respected. People we spoke with told us, “I feel safe because I am in this room, and no one bothers me” ” and “I know who is dealing with me. They can do their job and that’s all I can ask for.”

People were supported by a consistent team who clearly understood their individual needs. From our observation interactions between people and staff were warm and respectful. Records showed that staff had received training in person centred care.

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 told us they worked closely with health care teams, people and their families so that people received care and support that met their individual needs.

Staffing arrangements were more stable providing better continuity in care. One person told us, “I’ve got to know some of the staff really well and they are aware of what I need.” People’s relatives also told us, “She is familiar with all the staff which she likes, and continuity is important” and “There is continuity of staff which she likes and makes her settled.”

Staff said they were kept informed when people’s needs had changed through daily handovers and updates provided on the handset used by staff. Staff had also completed training in Person Centred Care.

The local authority continued to monitor and review the service in line with their commissioning arrangements.

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

The provider was aware of the Accessible Information Standards. We saw one person communicated with staff using a wipe board. Staff were also available to communicate with another person who did not have English as their first language.

Information was presented to people in a suitable format. Alternative formats would be provided, such as large print or an alternative language to aid better understanding, if required.

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’s care records were personalised and reflected their wishes and feelings about the care and support they wanted and needed. Opportunities for people and their relatives to feedback about their experiences were being developed. Resident and relatives meetings had been introduced, and surveys were to be distributed.

People and their relatives also felt able to raise any issues should they need to. One person said, “Don’t need to complain about anything.” People relatives also commented, “I have no complaints, and I am more than satisfied in how she is being looked after” and “If I need anything I speak to the staff or [registered manager].” An issue raised by one relatives was being addressed by the registered manager.

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

Care plans reflected how people’s healthcare needs were to be met. Staff worked closely with the GP and supported people to access the care, support, and treatment they need when they need it.

The service had a contingency plan in place in the event of an emergency. On-call staff were also available to offer additional advice and support outside of ‘office hours’.

Rakewood House is a single storey building, providing level access to the home, which was easily accessible by wheelchairs. Relevant aids and adaptations were in place to aid people’s safety and mobility.

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 home had an open visiting policy. We observed people receiving visitors through the day. Where able, some people went out to visit family and friends. People’s right to family life was encouraged and respected. One person told us, “My sister and nieces come to visit me, that’s all I want.”

Effective systems were in place to ensure lawful restrictions are in place, so people’s rights were protected. Advocacy support was available for people, where necessary, so peoples voice was heard.

Training in equality and diversity was completed by staff to help develop their knowledge and understanding.

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’s care records reflected their wishes at the end of their life including a copy of the ‘Do not attempt cardiopulmonary resuscitation’ (DNACPR).

The registered manager said there was good support from the hospice team, who offered additional advice and support when required. Staff also completed palliative passport training, which explores essential topics in palliative care including advanced care planning to symptom management and care at the end of life. The relative of one person told us, “[Person] is on palliative care now. He’s kept clean and is very comfortable.”