Canal Vue

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 and communities were at the centre of how care was planned and delivered. Care, support and treatment were easily accessible, including physical access. People could access care in ways that meet their personal circumstances and protected equality characteristics. People, those who support them, and staff could easily access information and advice and advocacy. Information were displayed for people in various formats around the home. Activities at the home were of a high standard and staff were proud of ensuring that people have enough stimulation and plenty of meaningful things to do.

This service scored 56 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People had choice and control over their own care. People could go to sleep, wake up and eat whenever they liked to. People were supported to maintain relationships that mattered to them. Relatives were welcomed to visit whenever they wanted to. One person told us how they enjoyed their own company and staff respected that. People had access to activities at the home and in the community, however some people told us they would prefer more frequent opportunities to go out.

Leaders ensured people received care which was tailored to their needs and asked for the views of their representatives. Staff were trained in delivering person centred care and this was promoted within team meetings and supervisions. Activities co-coordinators were responsible for organising activities and planning events. They involved people in developing the activities programme. Provider recently purchased a minibus to make days out more accessible to people.

On the day of our visit, staff supported people in a person-centred way. We saw a variety of activities on the day of our site visit, for example food tasting in the morning and sing along in the afternoon. We observed 1:1 activities of people's choice and that people who enjoyed spending time in their rooms had things to keep them entertained, such as TV, laptops, radio, musical instruments.

People were happy with how staff delivered their care and worked jointly with other health care professionals to support them to achieve best outcomes.

Leaders worked hard to build positive relationships with visiting professionals, this promoted good joined up care for people. Leaders arranged for a weekly ward round completed by the local frailty team which ensured people’s care needs were responded to in a timely manner. Leaders arranged for additional training to be delivered to staff by visiting professionals to ensure people receive consistent care.

We received positive feedback from partner agencies about the way staff collaborated with them and how eager they were to learn.

There were processes to ensure continuity in people’s care and treatment because staff worked with external services to ensure joined-up care. People’s care and treatment were delivered in a way that met their assessed needs. For example, people who required specialist diet were supported to receive meals in a modified way to reduce the risk of choking.

People and relatives had access to accurate and up-to-date information in formats that were tailor to their individual needs. One person who lived with a visual impairment told us about the adjustments that were put in place for them to ensure they could have access to information.

Leaders provided information to people in a way people could understand and met their communication needs. Leaders were aware of their responsibilities in line with the Accessible Information Standard. Staff ensured that information about people were collected and shared in a way that met data protection legislation requirements and that it was clearly recorded in people's care plans.

People were supported to receive information in a way they understand. For example, where people had difficulty reading, staff supported people by reading out their care records or other written correspondence. People were also supported to use audio alternatives such as, audio books and equipment. Posters were displayed in easy read formats for people. For example, the complaints poster. GDPR (General Data Protection Regulation) policy was in place to guide staff about how to meet data protection legislation requirements. There was a quarterly newsletter with general information about the home and recent activities.

People and relatives felt their feedback was welcomed by staff and leaders and they could raise ideas or complaints about care, treatment, and support. People and relatives’ comments included, "There is a website with lots of information on and meetings for us [relatives] and resident.” “I can ring and share feedback any time, they are lovely".

Leaders provided people with opportunities to feedback on their care and support via regular residents and relatives’ meetings. People’s complaints and concerns were explored thoroughly. The complaints were dealt with in an open and transparent way, with no repercussions. For example, when concerns around staffing ratio and altercations between people were raised, staff and leaders worked together to resolve it.

The complaint/compliment policy was accessible to everyone which provided a process for people, their families, and staff to follow. There were posters on how to raise a complaint visible in the communal areas of the home. There were meetings for people and their relatives to ensure that they had the platform to make their voice heard.

People could access care, treatment, and support when they needed to and in a way that worked for them. People thought the care and support was accessible, timely and of good standard.

Staff supported people to ensure that disabilities or communication difficulties were not a barrier to accessing services, by making relevant adjustments as needed. Leaders and staff were alert to discrimination and inequality to prevent delays in accessing care.

Partner agencies told us they had no concerns about how staff supported people with the access to care support and treatment. They shared positive feedback about the premises being accessible to everyone and how reasonable adjustments were made for disabled people.

There were systems in place to ensure that service was accessible for all, for example the Equality and Diversity policy.

People had no concerns about their human rights and were able to voice any concerns with the staff. None of the people we spoke to expressed concerns about ever feeling discriminated against.

Leaders tailored support to people to ensure they were able to participate in activities, have pleasant experience and overcome any potential barriers. Staff received training in equality, diversity, and inclusion. Through talking to staff, it was apparent they understood the principles of equality, diversity, and inclusion. Leaders and staff were alert to discrimination and inequality that could disadvantage people.

The provider had a policy for equality, diversity, and inclusions. This outlined how the organisation aimed to provide a service to people and staff which was responsive and compliant with the Equality Act 2010.

Leaders and staff supported people to plan for important life changes, so people had enough time to make informed decisions about their future, including at the end of their life. Staff were trained in end-of-life care and were made aware when someone was approaching the end of their life. Leaders ensured people were supported to make plans for their future by including them and finding out what was important to them and their representatives. Staff supported people through any complex decisions and distressing times.

There were systems and processes to support people with planning for the future. People who were approaching the end of their life had care plans to guide staff on how to support them. Staff worked with other agencies, for example district nurses to ensure people's dignity and comfort as they were approaching end of life care. There were systems to ensure appropriate medication were in place for people receiving end of life care. When people wanted to express their wishes about cardiopulmonary resuscitation, they were supported to do so and were able to change their mind if they wished. People's wishes about cardiopulmonary resuscitation were clearly recorded in their care plans.