Balmore Country 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

People had equal opportunities to access the health care they needed. People were not discriminated against because of a disability or health condition. People’s views were listened to. A robust complaints process was in place. This was taken seriously and acted on quickly to ensure people’s concerns were dealt with quickly before it affected their care. Where able and willing, people were supported to make decisions about the care they needed and wanted as they approached the end of their life.

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.

People received care and treatment from staff that understood their diverse health and social care needs. People raised no issues with us in relation to their care or access to other services.

Staff understood how to ensure people’s care and treatment was delivered in a way that met their assessed needs. Staff told us the care plans provided them with the information they needed to ensure people received care that was appropriate to their needs and embraced cultural and religious beliefs.

No issues were raised by partners in relation to this.

Care records were comprehensive and included information for staff on how to provide care that did not discriminate, and people had access to all required health and social care services they needed. Where appropriate, people’s protected characteristics under the Equality Act were referred to in their care records and appropriate care was provided. There was no evidence of people being discriminated against and therefore not receiving the care and treatment required.

People received information and advice that was accurate, up-to-date, provided in a way that they could understand and met their communication needs. People who used the service and their family and, friends were provided with information that was accessible, safe, and secure and supported their rights and choices.

Staff and the registered manager told us they had a good understanding of people’s varying communication needs. This included people who may be hard of hearing, visually impaired, have dementia or a learning disability. A nurse told us that they sometimes used pictorial communication cards to assist them with explaining what care/treatment they were about to provide for a person. This helped to ensure that people received good, responsive care.

Since 2016, all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment, or sensory loss and in some circumstances to their carers. The registered manager had a good understanding of the AIS and could explain how they incorporated this, ensuring people had access to information they could understand. Easy-read documentation was available where needed. This is a format with clear information for people with learning disabilities or for people who may have difficulty reading and/or understanding longer sentences. People’s care records and other relevant records could be amended to different font types and sizes to make them easier to read. This reduced the risk of people being discriminated against due to a sensory impairment or disability. People had access to their care records when they wanted to. Changes to people’s care were discussed with them or another relevant person and records were updated to reflect the change.

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.

People told us they had access to external health and social care agencies as and when required. People did not feel discriminated against as a result of their health conditions and/or disabilities.

Staff understood people’s needs and how to support them to access health and social care support if needed.

Partners did not raise any concerns in relation to this.

There was a clear policy on equality and diversity. This policy encouraged staff to treat people well and provide people with equal opportunities regardless of their protected characteristics. People’s unique needs and identity was recorded in their care plans. Staff were given guidance on how to support the person’s needs to ensure positive outcomes. These were reviewed with people to ensure they were happy with the care and support provided. People’s communication needs were recorded in their care plans. This gave staff the resources to communicate with people and understand their needs and wishes.

People’s care, treatment and support promoted equality, removed barriers or delays, and protected their rights. People felt able to give their views. People understood their rights and they felt they would be acted on.

Staff understood people’s needs and how to support them to access health and social care support if needed. Staff told us they had received training on people’s unique health conditions. This meant they could recognise changes in the person’s health and take appropriate action. A visiting health professional told us that staff always contacted them if there were concerns. They also listened to any advice given.

There was a clear policy on equality and diversity. This policy encouraged staff to treat people well and provide people with equal opportunities regardless of their protected characteristics. People’s unique needs and identity was recorded in their care plans. Staff were given guidance on how to support the person’s needs to ensure positive outcomes. For example, a person liked to go to church, and staff supported them with this. People’s communication needs were recorded in their care plans. This gave staff the resources to communicate with people and understand their needs and wishes. Records were kept of when health professionals visited, and what advice they gave people. Staff then ensured this gave people positive outcomes. Staff had received training on people’s unique health conditions. This meant they could understand people’s symptoms, recognise changes in their health and act appropriately. Staff had clear communication between different working shifts to ensure that changes in people’s needs were communicated to the whole staff team. This included heads of departments such as kitchen, domestic and care staff discussing any issues that could affect the safe running of the home and people’s care.

People were supported to make informed choices about their care and plan their future care while they have the capacity to do so.

Staff who cared for people at the end of their life understood how to provide care in accordance with people’s decisions and what mattered to them. A staff member told us they supported the nurse who was responsible for ensuring the person received the care they needed. They also provided regular mouth care and repositioned people to reduce the risk of them developing pressure sores. Another staff member described how they have helped provide this type of care. They said, “Being present means a lot, providing physical contact, for example trying to hold hands and giving a gentle massage and setting a comforting mood. You can play music at low volume to help with relaxation and lessen pain. Others may prefer quiet moments with less people.”

There were appropriate processes in place to ensure care at the end of a person’s life was provided appropriately and in accordance with their wishes and beliefs. The provider had started the work required to acquire the Gold Standard Framework (GSF) for end-of-life care. The GSF’s aim is to enable a ‘gold standard’ of care for everyone, with any condition, in any setting, given by any care provider, at any time in a person’s last years of life. The GSF want to ensure people live well before they die and die well in the place and manner of their choosing. The registered manager told us when a person was nearing the end of their life a specified team of care staff would be assigned to provide consistent care and support.