Cloisters 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 service met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has 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.

At our last assessment, we found that people did not always receive person-centred care. At this assessment, we found improvements had been made. People told us they were happy with the care they received, and this was personalised. We saw people were wearing clean clothing, had their hair and nails cleaned and looked comfortable. Staff responded when people asked for help. Records of care showed that staff had followed care plans and responded when people’s needs changed. They had worked with other professionals when needed. People were involved in reviews of their care and were able to contribute their views. This ensured people received care which met their needs and reflected their preferences.

People received joined up care because the provider worked with other organisations. The local healthcare care home support team regularly visited and contacted the service to discuss people’s needs and support the staff in making referrals. The provider also engaged with local community groups, religious groups and schools to help provide a range of activities which reflected people’s needs and interests. Staff took people in groups and as individuals to local shops, cafes and parks.

People were provided with information about the service and other services they could access. There were notice boards around the home with information. Menus and activities were well advertised. People were able to have a copy of their care plan if they wanted and this was available in different formats and languages on request.

The provider listened to people and allowed them to contribute their views. There were meetings for people who lived there and their relatives. Relatives confirmed they were invited to meetings and kept informed of changes at the service and the care of their loved ones. Their comments included, “There are meetings, and I think the communication is good, they always keep me informed’’ and “I attend the meetings.”

There was a complaints procedure, and people were aware of this. People and their relatives told us they knew how to make a complaint. They felt complaints and concerns were responded to appropriately. Comments from people included, “I will speak up if I am not happy and they listen” and “I have raised a concern with the carers, and this was dealt with straight away.” Records of complaints showed that these were investigated and responded to. People were informed of the outcome and there was evidence of learning from these.

People were supported to access services within and outside the home. The staff ensured people were able to reach items such as remote controls and call bells. Televisions included subtitles to support people who were unable to hear. There was good signage around the building. Staff spoke a range of languages and supported people to understand information and make choices. Staff explained they also used translator applications, pictures and objects of reference to help communicate with people so they could access the care they needed. Staff supported people to access healthcare appointments and helped advocate on people’s behalf when needed. For example, when speaking with an external healthcare professional. Activity sessions also supported people’s mental and emotional wellbeing by engaging them to interact with others to lift their mood and stimulate their mind. For example, making craft items, baking, having a party, listening to music or singing along and reminiscence sessions.

People’s human rights were respected. The provider had policies on equality and diversity. The staff had training about this. Care plans included making sure people’s individual needs and protected characteristics were considered and they were supported to feel safe with their individual identity.

The home cared for some people who were at the end of their lives. Staff worked closely with palliative care teams to assess and plan for people’s needs. The nurses and care staff had relevant training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.