Buckingham 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

Although we found good practice at this assessment, until we have assessed more quality statements for this key question, the rating cannot improve beyond requires improvement. People told us they felt at the centre of how their care was planned and delivered. The processes in place promoted equality to ensure people were not discriminated against. Care plans and risk assessments contained detailed guidance for staff to enable them to respond in a positive way which protected people’s rights and dignity. People were supported to access external health and social care services, where required. People, those who supported them, and staff had access to information, advice where appropriate. The provider worked with external agencies to ensure sure that the care provided met the diverse needs of the people living at the home. People were encouraged to give feedback, which was acted on and used to deliver improvements.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us they were happy living at the service and staff were flexible and met their needs when they wanted support. People told us staff were kind and accommodating and people were provided with feedback meetings with their relatives.

Staff told us all electronic care plans had been rewritten by a lead nurse utilising a person-centred approach by ensuring involvement of people and their relatives. For example, for 1 person who lived with diabetes and required insulin, their care plan showed they had regular reviews by the diabetic nurse and contained guidance for staff in relation to what action to take in case of changes in their medical condition. For another person who had epilepsy, their care plan was explicit about safety measures when they had a seizure.

We observed people being assisted to make decisions about their care and daily life. For example, 1 person was creating artwork. Other people were sat having a drink and chat. Another person was watching TV.

People told us staff supported them to access health and social care services as and when needed. People said staff support them to go out in to the community and take part in any activities or events they choose to.

The new management team told us communication and working relationships had vastly improved both internally, and with external professionals. The provider had set up a secure email system to ensure any information shared was protected, referrals and follow ups were monitored and actioned in a timely manner, and positive feedback had been received.

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

Staff were motivated and told us how they proactively engage people in decisions about their care. They shared with us the positive feedback they had received from people, their relatives, and external professionals. The management team showed us how they gather feedback from people and their relatives and how that feedback is actioned to make improvements for people and the service. One person was isolating due to a medical condition, but they wanted to share their views with the inspection team. Staff supported the person to dictate their comments to ensure they could participate in the assessment.

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.