Hebburn Manor

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

Staff at 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. People’s care records provided staff with information about how people wished to be supported, if they could no longer tell staff themselves. This included information about people's likes and dislikes, things of importance to them to assist with person-centred care. A person told us, “Staff discuss my care plan with me. Another person commented, “I am not involved in meetings, my son discusses my care with staff.” People were supervised by staff, to keep them safe. However, we observed in the top floor lounge, staff could engage more with people when they sat with them, to keep them engaged and stimulated, if they wished. The registered manager told us this would be addressed.

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. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported after admission following a hospital stay caused by a decline in health or an accident.

The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. However, people did not always have information in formats to suit them, for example, when choosing meals or activities for the day. The registered manager took immediate action to provide information in larger print and pictorial information was also made larger.

Staff at 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 told us staff listened to their views and acted on feedback. People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. Their comments included, “I would be able to complain, I am sure. The manager is approachable” and “I discuss things with staff, and it is resolved, there are no issues.”

People's care records showed they had access to care, support and referrals were made for treatment when they needed it. Professional’s comments included, “When we complete the monthly multidisciplinary meetings (MDT), the staff always follow up the requests made in a good timely manner. Same as if we attend and request anything this is always done and followed up properly” and “Staff are good at reporting any changes.” Care records included information around people's sensory and communication needs.

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. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A person commented, “My friends visit me, I do not know the residents here in the same way, but you do get friendly with people.”

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 wishes to remain at the home were respected when they neared the end of their life. Advanced care plans that were in place contained people’s plans for the future and if they wished to be transferred to hospital if their health deteriorated. Information was available about people's religion and cultural preferences if this support was required.