Parkside

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

As part of this assessment, we looked at 1 quality statement for the key question of responsive. This was ‘equity in experiences and outcomes’. People and relatives received regular opportunities to share their experience of the service to improve care outcomes.

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.

People and their families were fully involved in all aspects of their care and people felt consulted and valued. One person told us, “The carers treat me like an equal.” A relative commented, “We have been fully involved from the beginning and continue to be fully involved in all aspects of [family members] care. If there are any areas of [family members] care that we think are not working, we can go the manager who is very responsive and approachable. The manager goes out of their way to make sure the care is what it should be.” All staff positively welcomed the involvement of advocates to support them with the decision-making process and to ensure people’s voices were heard. We spoke with an Independent Mental Capacity Advocate (IMCA) who told us, “I was invited by the manager to help establish if 1 [person] can make decisions, as they often stay in bed and carers are struggling to engage. I know this service well and from my point of view the residents, their views and wishes are very much followed.” People were aware of the complaints procedure or who to speak with if they had concerns. A relative told us, “I don’t really have any concerns that build up to me having to make a complaint. Things are sorted out very quickly, so they don’t escalate. If I had a complaint, I know who to speak to.”

Staff fully understood the importance of promoting equality and diversity. Staff told us they had regular discussions with people, both formally and informally to discuss their support and see if they could do anything more for people. One staff member commented, “We are a fairly small home, so communication is good, and we are able to sort out people’s concerns or worries quickly.” The registered manager told us that they visited some people weekly on a 1-1 basis because they needed more support to give their view about their care. We saw that the registered manager had completed a ‘sexuality of residents’ workshop to provide staff with further knowledge of how to support people with their sexual and gender identities.

People were encouraged to give their views about the service through various forums. People and relatives were asked to complete an annual satisfaction survey. We saw these had last been completed in July 2024 and an action plan put in place to address any areas of concern. As a result of the last survey the registered manager completed a review of the menu as there had been some feedback about the food. A new menu had been agreed upon with people that included more variety of the foods they enjoyed. There was monthly residents’ meetings and 1-1 meetings with the registered manager for people who wanted that extra support to give their views about the service. Notes of meetings showed a full range of topics were discussed including, the menus, activities and outings. Reviews of people’s care took place regularly. These were completed alongside people and their families, taking into consideration their personal wishes so that any changes could be made. The complaints procedure was displayed with information encouraging people to share their views on the service. A copy of the complaint’s procedure was also issued in the information pack when a person began using the service.

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.