Balmore Country 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 were supported to maintain good quality health. They received person-centred care that focused on their choices and preferences. People were able to raise concerns and they felt they would be acted on.

This service scored 54 (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 told us they or their family members had been involved with decisions about their care. Many felt staff understood their or their family member’s personal preferences and care and support was provided in accordance with that.

Staff felt they had the information they needed to provide care in accordance with people’s wishes. The registered manager was confident that people’s care records reflected their personal preferences and choices. They also told us they carried out regular observations of staff to ensure people’s needs were met and their choices and wishes respected by staff.

People’s care was provided in accordance with their assessed needs, personal preferences, and choices. Staff understood people’s personal history, likes and dislikes. We observed many conversations between people and staff which showed staff had a genuine interest in what people were saying. This included conversations about music, television, films, and family.

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.

People and relatives were able to give their opinions and raise concerns about the quality of the care or other factors that could affect their or their family member’s experiences at Balmore Country House.

Staff told us they acted on people’s concerns and raised them with management on their behalf. The registered manager was confident they had the processes in place that enabled people to raise any issues they may have. They also told us the provider’s policy was effective in enabling them to respond to any formal complaints raised.

The provider ensured people knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. The provider also kept people informed about how their feedback was acted on. The provider had implemented a ‘You said, we did’ process where people could make suggestions and then if feasible action would be taken. This process also included changes to the food menus following feedback from people. The provider had recently devised a questionnaire to be sent to people and relatives to gain their views on wide range of areas which affected care and the home as a whole. At the time of writing this had not yet been sent out. Feedback from this questionnaire was to be used to drive improvements. Records showed the provider followed their own complaints process and investigated complaints thoroughly, responding appropriately. Learning from complaints and concerns was seen as an opportunity for improvement.

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.