Silver Court

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

Staff and management ensured people had rights and access to health and social care services. Where people’s communication needs could potentially form a barrier to care and support, staff worked with people to understand them and ensure they had access to services. People were able to feedback to the provider by surveys, meetings and through informal discussions with staff. Any feedback, suggestions or complaints were addressed swiftly and to people’s satisfaction.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Staff consistently reviewed people’s needs to promote positive experiences and outcomes. People were listened to and supported to utilises health and social care services. Records showed staff recognised when people needed support, for example when their health deteriorated. One person had a chest infection and told us staff had looked after them well. A relative said, “They always contact me if she deteriorates and I live nearby so I can come in quickly.” A person told us, “They call the doctor if you need them.” People’s care records were person-centred and contained information which was important to them. Where people used communication aids, these were clearly documented in care plans. One person told us English was not their first language and staff always ensured they understood their support and made sure they could contribute towards care planning.

People who were at risk of inequalities in care were identified and staff ensured appropriate support was in place for them. Where people were not always able to freely express their views, staff would make changes in response to their reactions. For example, a person expressed emotions physically; in corroboration with community mental health professionals, staff spent 1:1 time with them, it was noticed the person disliked constant staff support. Staff changed their approach to discreet monitoring, as a result, incidents greatly reduced and the person settled. A staff member described the needs of a person and told us, “With [person] we look out for signs if they’re not happy, body language and face. They sometimes point to things, usually they tell us but on a bad day we know to give [person] time and watch them closely.”

People and their relatives attended regular meetings at the service. Meeting minutes showed discussions were held in an open forum and people were invited to make suggestions. People were enabled to make comments, suggestions and complain where appropriate. The registered manager took concerns seriously and responded to feedback in a timely way, making sure the complainant was satisfied with the outcome.

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.