The Old Hall

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 excellent person centred care from a group of staff who were provided with the tools to support this. People and their families felt listened to by staff and involved in making decisions about their care.

This service scored 93 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives told us they felt their family members care was extremely person centred. One relative said, “[Name] is safe, and they get what they need, the staff understand them. [Name] gets excited when they go back (to the service).” Another relative said, “[Name] is in a safe and supportive environment I can read their body language and I can see they are happy and that's reassuring for me.” There were further comments such as, ‘The staff go above and beyond,’ and ‘Staff are brilliant we are so happy with them.’

Staff told us they felt people received excellent person centred care. They felt the care plans were written in a very person centred way. One member of staff said, “We have care plans in place to help us - the care plans are beautifully laid out, you have needs laid out in high, medium and low risk and we can find information easily. Another member of staff said person centred care meant, “Bringing out the best for the individual, making sure their needs are met, there is a lot of work (here) to make sure individuals get person centred care.” Staff told us they felt people were supported and encouraged to undertake different social activities relating to their individual interests. One staff member told us how they had arranged and supported a person to attend a particular sporting event of their favourite sport. The event was being televised and the person got to meet the broadcasting team. The Staff member told us the person had ‘the best day.’

Throughout our visit we saw people being supported in an exceptional person centred way. We read through people’s care plans and saw staff following the guidance in there. For example, one person had a physical health need which meant they needed to undertake regular walks and we saw this taking place with the person. Throughout the day people were supported by staff who understood their needs and interests. The provider supported people’s social experiences by holding a range of social activities at their hub. People attended different activities depending on their likes. During our visit three people were supported to attend a football tournament being held by the provider for people who lived in any of their services.

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.

Relatives we spoke with told us they felt listened to by the staff and managers at the service. One relative said, “I am so pleased [name] is there. They (staff) are great, and [Name] is safe. I am happy to raise any concerns. It always gets sorted. I can email them, and I get regular calls. I have spoken to the manager. The core staff know [Name] really well and understand them.” Another relative said, “I chat to the manager and can mention anything to them. The staff know [Name’s] needs and know them well. better than me. There are lots of staff they live a better life there.”

The manager told us they used a variety of ways to ensure people were listened to and involved with their care. They had one to one meetings with people and worked with their individual communication needs. They also used staff feedback to support people's needs and choices. People would telephone and plan visits for the family to come to the service or go to visit family.

The service used technology to involve people communicate with their families, such as facetime, or regular emails, one person liked to use the homes phone to ring their family every day. Families feedback forms showed how much they appreciated the efforts staff went to help them keep in touch with their family member. Documentation was available in easy read formats for people. The service had access to braille, listening books, picture exchange communication (PEC), and sign language for different people.

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.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.