Parley Place 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. This is the first inspection for this newly registered service. This key question has been rated 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 service 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. Care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences. For example, people could choose when they woke up, whether they wanted a male or female carer and when they went to go to bed. Staff had assessed people’s communication needs and ensured people had their glasses and working hearing aids in place. Large print was available if required. This meant people could communicate easily with staff and received care that met their individual needs.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they received care from staff who knew them and their needs well. They said, “The staff are wonderful. They know what we like and how we like it, we love them all.” Staff had completed training and understood the equality act. One staff member said, “Not all people should be treated the same they are all individual and should be treated as such, so what is right for one person may not be right for the second person. I get to know the residents by speaking with them and I read the care plan which is kept up to date with all the information I need to know.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff shared information effectively in daily handover meetings, monthly clinical meetings and with an encrypted messaging system to ensure people’s changing needs were understood. Staff understood people’s individual communication needs and helped to make sure people were able to fully express themselves. Staff assisted people to wear their hearing aids and glasses, and large print was available for people who needed it. Staff supported people to understand by talking to them in an environment that suited their needs for example, in quiet areas so they could be heard. One staff said, “If the person continues to not understand I would try again at a different time.” This meant people were given every opportunity to understand information and be able to fully express themselves.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and their relatives told us they felt listened to and could share any concerns they had freely knowing that their feedback would be acted upon. One relative told us, “We had a concern and raised it with [registered manager] she acted immediately, addressed the concerns we had in a staff meeting and it never happened again. I’d say it’s one of their strengths, they action and resolve concerns quickly.”

The service made sure that people could access the care, support and treatment they needed when they needed it. The home was accessible to everyone. Out of hours healthcare support was available when people needed it, and staff knew how to access this. The home had a good relationship with the local doctor surgery who supported the home with weekly doctor rounds but visited outside of these times if needed. One relative told us, “[Loved one] is prone to urinary infections and the staff watch out for the signs of that. If [loved one] a bit wobbly they check for infection and get the doctor if needed.” People’s needs were assessed before they moved into the home and care plans reflected any reasonable adjustments the person needed to ensure their needs were met. For example, some people required extra monitoring to ensure they were safe.

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. Staff treated people as individuals and made reasonable adjustments for anyone that needed them. Staff understood the equality act. One staff member said, “One would always be respectful regarding resident's religious, culture or diverse needs. I would educate myself and be mindful taking into account special occasions or celebrations.” The service was accessible and took action to minimise any barriers people faced accessing it. Staff were trained to understand, identify and reduce any health or care inequalities.

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. Staff worked closely with people to make plans about their future care. For example, people and their families were involved in planning how they would like to be cared for at the end of their lives. Staff made sure people understood their options and what it meant to request withdrawing care or not receiving care to allow them a dignified death.