Springbank 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 received equal access to care, without discrimination. People received information in way that they could understand. Staff understood the importance of providing person-centred care. Staff had training in equality and diversity. Staff supported people to access the community and external healthcare support. The provider actively gathered, listened to, and acted on feedback from people and staff.

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.

A person told us, “They listen to me and support me in the way I want them to.” Another person told us, “I sit with my key worker, and we talk about what I need and how they can support me. They got me an appointment with a specialist, this has really helped me.”

Staff knew peoples’ ways, likes and dislikes, this included their weakness and their strengths. A staff member told us, “We know [people] could slip back into their old ways if tempted so we discuss it with them, look out for triggers.” Staff were very familiar with people's individual routines and their triggers.

Staff knew people well and understood the importance of providing person-centred care. People we did speak to told us, “They do support us. They might not agree but they are respectful” and “I can be myself and they don’t judge me. It took a while for me to trust them, but I have settled here.”

People were referred to the GP when unwell and to other health professionals when required. A person told us, “Staff contact my doctors if I have a crisis. I also have contact with my social worker, and I go to all my appointments.”

The area manager told us, “Here had been improvements in communication with external partners but it was hard at times to get timely responses.” Staff contact the GP surgery at any time if they have any concerns or questions, these are generally responded to promptly. If other health professionals are required initial referral is made through the GP. For example, speech and language therapists (SaLT), dieticians, and the diabetes team. District nurses were involved in wound care when needed.

A health and social care professional told us, “On the whole they appear professional and know their clients.”

Support plans were regularly updated, reviewed, and contained information about their individual needs and input from external partners. They also included evidence of regular partnership working with health and social care professionals such as community mental health team and district nurses.

People told us, “We can ask for things to be printed off and copies of our notes to take to appointments” and “The staff tell us information and help us access information we may need.”

The area manager told us that information was provided to people in their preferred way and in a format that was easy for them to understand. This included accessing it on-line, printing off the information or in a different language should it be required.

Since 2016 onwards 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. Staff responded to people’s communication needs. These were assessed and recorded within individual communication care plans. These included specific information on how people’s communication needs could be met and what aided their ability to communicate. For example, those people who live with anxiety and struggle to communicate with people. A person’s support plan stated, “Staff take the time to listen and fully understand any information that I bring them and also to take and record notes of what is discussed during health care appointments to ensure there is no miscommunication and that my care is updated with the most relevant and accurate information.” This demonstrated how the persons anxiety could impact on their understanding of health discussions and was understood by staff. Systems were in place to support people to communicate with staff, relatives, and friends. For example, when supporting people to keep in touch with family and friends video calls could be set up to enable this. Due to the potential of risk to people online this was carefully monitored by staff and risk assessed. Support plans were on the computer and kept in paper. This enabled information to be printed off for family, hospital appointments and transfers. They could also be enlarged for those that have sight impairment.

A person told us, “I would talk to my social worker and staff here, if I have a problem, I think I can trust them now.” Another person told us, “There are people I can talk to. My social worker is quite good

Staff told us that they are able to share their views and feedback in many ways, for example at regular meetings individually or as a staff team. Leaders told us complaints accidents, incidents, and safeguarding records were learning tools to improve the service. This was confirmed by the documents seen and from the staff we spoke with. A staff member told us, “We monitor all incidents, we then contact the mental health team for advice, and this has really helped.” The lessons learnt were used to enhance staff knowledge and to improve on the service delivery.

People, visitors, and health and social care professionals were asked for their feedback through surveys, resident and relative meetings. This included discussions about life in the home, meals, and general day to day changes. People regularly had reviews of their support plans. People and their relatives had the opportunity to be involved in these reviews. The provider had a complaints policy which explained the ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution. Safeguarding outcomes were discussed and used to improve the service. Following the last assessment, the management team had developed an improvement plan and were committed to making continuous improvements.

People and their relatives told us that if there were any concerns with their health or well-being then professionals who could support them would be contacted.

A staff member told us,” We support people that are very individual. We ensure that everyone is treated the same and has access to expert advice when they need it no matter of the circumstances. We won’t let them be discriminated against.” Another staff member told us, “We get online training regarding equality and diversity, and it’s covered in safeguarding training as well.”

A health and social care professional told us, “The staff identify an issue and will contact us for advice and solution immediately.”

People who lived in Springbank House had access to care, treatment and support when they needed it and in a way that works for them as individuals. There was evidence within peoples support records that when staff had identified a mental health or a physical health issue, they acted immediately, and people received treatment and care promptly. Training records showed staff had received training in equality & diversity. Staff could explain how they treated people equally, without discrimination and respected their individual needs, including any religious or cultural needs. People’s support plans contained information about their wishes in relation to how their social, cultural and spiritual needs needed to be met. This included care plans around sexuality, emotional support and daily lifestyle.

People told us they were able to choose whether or not to join in with planned events (activities). They told us of plans to have a Sunday lunch all together which hadn’t happened yet and of plans of staff doing a cooking day on a Friday. A person told us, “We all are offered the same things.”

A staff member told us, “Activities are hard to arrange as groups as everyone was very different, but we support people to attend outside clubs. Some have attended slimming clubs, and we support one to go to church. We are organising swimming club for people.” Another staff member told us, “We try to ensure everyone is treated with respect with no discrimination in respect of their lifestyle choices.”

Support plans contained information about their wishes in relation to their social, sexual, cultural, and spiritual needs. We were told that sometimes these changed depending on if people were experiencing a crisis or an incident had occurred. Support plans would be updated and reviewed to reflect people’s choices. There was evidence of regular review and support from supporting health professionals within peoples' support plans. Staff ensured families were involved in all decisions. There were no restrictions to visiting, families were welcome at any time. There were organisational polices that ensured the provider complied with legal equality and human rights requirements.

People who live at Springbank House were all younger people. Whilst their wishes regarding religion and culture were discussed and recorded end of life wishes were not routinely discussed with people at this time.

A staff member told us, “We don’t receive end of life training as such because most are younger people. We haven’t had anyone die but I suppose it could happen and we need to be prepared.”

People who live at Springbank House are younger people who lived with a mental health diagnosis and so end of care planning, 'Do not attempt cardiopulmonary resuscitation' (DNACPR) and respect forms were not required. However, due to people in crisis and attempts of suicide and serious self-harming, it was discussed that exploration of peoples wishes should be discussed, recorded, and reviewed, with family involvement if possible.