Twelve Trees Residential 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

The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. The service celebrated people's different cultures and religions.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Staff understood people had a right to be treated equally and fairly, to receive care and support that met their specific needs. One staff member described how one person had reverted back to using their first language whilst living with dementia. Simple phrases were available in their room for staff to use to provide reassurance and support. The registered manager told us they celebrated people's different cultures and religions. They also described how people's communication needs were met to enable them to engage in their care, treatment and support to maximise their experience and outcomes. For example, one person used a white board to communicate with staff. So, staff always made sure the person had a pen and white board available.

People were treated as individuals and their views sought and listened to. This was reflected in the feedback received from relatives. People and their relatives told us they felt well informed by staff and different processes were available for them to feedback on their views and experiences. A relative said, “They [staff] are good at responding to things.”

The provider actively sought out the views of people to continuously improve the service so they received regular feedback from people and their relatives. The service provided information to people who had a disability, impairment or sensory loss that they could easily read or understand and with support. This helped them share their experience of care. The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics. People’s care records contained current information about their wishes in relation to how their social, cultural and spiritual needs should be met. So, staff had access to information about how people should be supported with their specific needs. Records maintained about activities and events at the service, showed staff actively supported people to meet their specific needs by arranging special events and occasions to openly celebrate these in an inclusive way. For example, religious services took place at the service for those that wished to celebrate their faith.

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.