Bluebell Manor

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

This is the first inspection for this newly registered service. This key question has been rated good. This meant people's needs were met through good organisation and delivery. People said that staff were not able to be as responsive to their needs as they would like because they were so busy. Some information was not available in accessible formats but staff knew how best to communicate with people, to help them understand important information or choices. Care and support was personalised to people’s individual needs and interests. People’s needs were regularly reviewed, and staff worked in close partnership with people, relatives and relevant professionals. People and relatives were involved in planning how they would like to be cared for at the end of their lives.

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.

People and relatives found care and support was personalised. Changes to people’s needs were adopted by staff swiftly. One person said, “[Staff] know my likes and dislikes.” People said agency staff were not aware of their preferences.

Permanent staff knew people’s needs and cared for them appropriately. Sometimes staff did not have time to read people’s care plans. A staff member said, “Important changes about people’s needs get shared at shift handover meetings.”

People appeared happy and staff worked with people in a person-centred manner.

People received appropriate care for their needs from staff and other healthcare professionals. People told us they were being seen by the district nurse when needed, and that communication between the service and the district nurse was good.

Staff were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. Staff comments included, “Training is good,” and “I get all the training I need.”

Healthcare partners said the service and staff were responsive to people’s changing needs. Staff working on the Bluebell unit had trained with NHS staff in rehabilitation skills. Partners commented, “Staff are good at picking up and acting on (people’s health) issues.”

Processes were in place to ensure the service reacted to people’s changing needs. We found one occasion where staff had not taken appropriate action following a hospital discharge, the manager took action to rectify this during the inspection.

Some information was not presented in a format that people understood. On the first day of inspection we observed people struggling to understand menu choices. The manager had previously noted that pictorial menus should be in place but there was a delay in creating them. On the second day of inspection pictorial menus had been put in place and people were using them to choose their meals.

Staff were aware they could provide information in different ways and tailor these to suit people’s needs. One person said, “The communication is good with the healthcare professionals.”

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. The provider understood the AIS requirements and was making improvements where communication aids were not in place.

People and relatives were listened to. Some people and relatives attended residents’ meetings and others were not aware they were taking place. One person said, “[The manager] is approachable, I would say so. You have to knock on the door of the office. I get what I need.” People and relatives knew how to make complaints if they needed to.

Staff were observed listening to people and responding appropriately to people’s needs.

Complaints were handled appropriately. A complaints procedure was in place and complaints had been dealt with in line with the procedure. Lessons had been learnt from complaints and shared with staff.

People told us they were supported by staff to access services they needed, to ensure their needs were met.

Staff understood how to ensure people had access to equitable to health and social care services.

Healthcare partners raised no concerns in relation to people's access to care.

The provider had a robust pre-admission process in place to ensure appropriate care could be provided, before accepting a new resident. Care records contained pertinent information about people’s needs and preferences, which supported staff to provide appropriate care.

People and relatives said their experience of care at the home was good. People felt that staff supported them to improve their independence where possible. However, people said the care they received from agency staff was not always as good as care received from permanent staff.

Permanent staff tailored the care, support and treatment provided in response to people’s wishes and expectations.

Staff had received training in communicating with people and caring for people in a dignified manner. The manager sought feedback from people, relatives and healthcare partners. The response rate to a recent survey was low, the manager planned to repeat the survey to gather further feedback on people’s experiences.

People had been asked how they wished to be cared for at the end of their lives, or when they fell seriously ill. Some people had chosen not to discuss this.

Staff had received training around end of life care.

The provider had ensured policies and procedures were in place around providing care for people reaching the end of their life. Where people wanted to discuss their end of life wishes, these were included in the care records and were person-centred. DNACPR and emergency health care plans were in place when appropriate and reviewed regularly.