Nyton 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 personalised care that was tailored to meet their individual needs, preferences and choices. Care plans were detailed and guided staff about people's needs and how to meet them. People, their relatives and staff were asked for their feedback about the service.

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.

Staff approach and ethos ensured that people were at the forefront of their care and collaborative decisions were made on how to respond to changes in need. Personalised care was planned through discussions with people and their relatives, and considered their life histories, preferences and needs. Care planning and assessments fully reflected their physical, mental and emotional needs. When changes in need were identified, staff were proactive in responding to these. One person said, “I’m well cared for here. If I request something, they’ll get it for me.” Staff understood what person-centred care and our observations confirmed this throughout the assessment. Staff listened attentively to people, asking questions to ensure they understood what was said. Staff ensured that each person received the specific support they needed or had requested. People told us that they, and their relatives, were regularly involved in planning and coordinating their care and support.

Staff and leaders understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity. The continuity of people’s care resulted from staff consistently meeting their assessed needs. Effective partnership working with external agencies meant that care was delivered effectively, and people’s health care needs were responded to. Care was coordinated and delivered to those most at risk and considered the preferences and protected characteristics of people living at the home. For example, people’s faith-based needs were responded to effectively by staff so that they could practice according to their wishes.

People received information about their care and support that they could understand. The registered manager confirmed that, although they have had no need to provide adaptions in peoples information, they had the facility to use translation services, adjusted texts to suit, large print, easy read etc. Picture care plans were produced and could be shared securely with relatives and advocates through the home’s electronic systems. People's communication levels were assessed. Care plans detailed how people were able to convey their needs, and any support people would need to do so. People’s sensory needs were comprehensively assessed and reviewed. Information about people that is collected and shared met data protection legislation requirements. Staff received GDPR (General Data Protection Regulation) training. Information is stored securely within the site office in locked cabinets, while electronic information was protected within password protected care systems.

Staff and leaders made it easy for people to share their feedback or make complaints about their care and support. People and their relatives were involved in making decisions about their care and were kept informed of feedback they’d given, and any changes to support. Although no one said they had complaints, they felt confident that issues would be addressed responsively. Regular and inclusive residents and relatives’ meetings were facilitated. People told us these were a productive and responsive way to give their views and told us staff listened and responded One person said, “I went to one. It was good, they told us what they are going to do in the future. You could make suggestions, I didn’t because everything’s fine. One relative told us, “They have regular visitors’ meetings. They explain what’s going on. The last one I went to was good, I like to know what’s going on. You can speak up, make comments.

The home made sure that people could access the care, support and treatment they needed when they needed it. People received care that was timely and in line with best practice and quality standards. Consistent provision of staff training contributed towards this. The provider sought, through the assessment process to ensure that people received their care when they needed it and wanted it. People were able to freely access care, treatment and support when needed. People were registered with GP surgeries and received timely specialist health input when required. People received medical, oral hygiene, eye and hearing testing at the home with the support of external specialists when they were unable to attend outpatient appointments. People were given support to overcome barriers to ensure equal access. Investment in adding two additional units allowed people to move to tailored environments that met their specific needs. Substantial adaptions and consideration of the home’s layout allowed for equal access for all that lived at the home.

People’s care, treatment and support promoted equality, removed barriers or delays and protects their rights. People’s care planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences. The registered manager and provider were alert to potential inequality issues. Staff understood their role in ensuring people's equality and diversity needs were met. Training records showed that there was compliance in completing Equality and Diversity training. The Equality and Diversity policy was detailed and highlighted a commitment to equality and human rights legislation. Staff and the leadership demonstrated had a zero tolerance to discrimination against people or other staff.

People received compassionate and dignified end of life care that respected their wishes. People were given the opportunity to discuss their end-of-life care, and this information was recorded in advanced care planning that documented the person’s wishes for how they wished to be cared for. On senior leaders said, “It's about dignity quality of life and choices. We have an early discussion with the resident to see what their journey is going to look like.” Staff had sought advice from external healthcare professionals, equipment hired if needed and anticipatory medicines had been prescribed and were stored at the home should people require them. Leadership used an evidence-based model to support end of life care and to ensure a consistent person-centred approach to care for people. This model supported the assessment and planning process for people from the diagnosis of a life limiting illness or those who may be frail.