George Hythe 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 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.

People received person-centred care. Care was tailored to people’s needs and care plans mostly provided staff with suitable guidance.

Staff were trained in person-centred care and demonstrated good understanding around how to tailor their approach to meet the needs of people using the service.

We observed staff supporting people in a person-centred way. For example, staff were available during mealtimes for people who required extra support.

People received required care provisions to meet their needs and measures were in place to promote continuity of care.

Staff and the registered manager were passionate about ensuring the needs of people using the service were met.

Feedback from healthcare professionals highlighted the services effectiveness at supporting and promoting joined up care.

Processes were in place to ensure care provisions met people’s needs.

People had access to information and support was in place where needed.

The registered manager demonstrated people were provided with documents in alternative languages where needed.

Processes were in place to support people’s access to information. For example, people were provided with a welcome pack and posters were displayed throughout the service.

We found people were valued by staff and leaders and provided with opportunity to raise concerns and provide feedback. However, we received mixed feedback from people using the service and their relatives indicating that some people didn’t always feel listened to. For example, 1 relative told us they would raise concerns with staff but nothing would change.

Care staff expressed genuine affection for the people they supported and were passionate about involving people in the daily running of the service.

Processes were in place to enable people with the opportunity to provide feedback and get involved in decisions about the running of the service. For example, feedback surveys were used and resident meetings took place.

People had timely access to required care and health services.

Staff received required training to ensure people’s needs were met.

We received mixed feedback from external health care professionals about the timeliness of access to care. However, professionals who knew the service well were very complimentary about staff and felt people were well cared for.

Processes were in place to promote timely access to care and treatment. For example, the providers digital record system provided electronic prompts to staff to complete care tasks such as personal care and wellbeing checks.

People’s care and support respected people’s rights and promoted equality.

Staff and leaders were alert to discrimination and removed barriers to care to ensure quality of care.

The providers systems and processes supported equity in experiences and outcomes.

People were supported to make informed choices and plan their future care. One health care professional told us, “For patients who are nearing the end of life and struggling with oral intake, I observe that they are treated with compassion and kept comfortable.”

Staff received training on end-of-life care and told us how they promoted people’s dignity during their final stages of life.

The providers systems and processes supported effective end-of-life care and enabled people to plan for their futures. For example, care plans were in place to record peoples wishes and provide staff with guidance on how to meet people’s needs.