Poplars Care Centre

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 care provided to people was person centred and focused on people’s individual needs. This included where people had protected characteristics such as disability or religious needs. There were various ways people could feedback about their care. This included using observational tools to assess people’s experience where people were not always able to express their views.

This service scored 71 (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.

People’s support was individualised, and person centred. Relatives told us staff knew people well and knew how to support people. One relative said, “They pay attention to what [my relative] likes and what [my relative] doesn’t.” Another relative told us the best thing about the service was, “The care and the patience the staff give.” People told us the activities at the service suited their needs. One person said, “We do lots of things, I like Singing on a Tuesday in the lounge.” Most people living at the service lived with dementia and some people needed to be cared for in bed due to their health needs. Where this was the case people told us their needs were met. One person said, “The staff will come in to see me as I don’t get out of my room much now, I like to watch my Television and sometimes listen to music”.

Staff had completed training to enable them to increase their understanding of people’s equality needs. For example, staff had completed training in dementia, learning disabilities and equality and diversity. Staff told us, “We respect people as they are, for instance one person is supported by us and their family to follow their religious practices.” Staff described how many of the activities had a personal focus. One staff member told us, “Everyone has a life story book and I base the activities for that person on their life experiences.” Another said, “The activities people engage in are designed around what they like to do.”

There are systems in place to understand people’s experience of their care and to enable to people and their relatives to feedback in different ways. For example, there was an annual survey and meetings for people where they could share their views about their care. Feedback from people was positive. There was also a complaints process in place which included information on how to escalate concerns if needed. People could complain in writing or verbally. There are regular staff meetings at which staff are given the opportunity to raise questions and concerns. Some people lived with dementia and where not always able to communicate their views. The registered manager undertook a regular audit of people’s experiences using an observational tool to assess if mealtimes were a positive experience for people. This looked at areas such as how appetising the food looked and smelled, and the environment people ate in. This enabled the registered manager to seek to understand people’s experience even where the person was not able to describe this themselves.

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.