Buckingham 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 told us they felt at the centre of how their care was planned and delivered. The processes in place promoted equality to ensure people were not discriminated against. Care plans and risk assessments contained detailed guidance for staff to enable them to respond in a positive way which protected people’s rights and dignity. People were supported to access external health and social care services, where required. People, those who supported them, and staff had access to information, advice where appropriate. The provider worked with external agencies to ensure sure that the care provided met the diverse needs of the people living at the home. People were encouraged to give feedback, which was acted on and used to deliver improvements.

This service scored 71 (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.

People and their relatives said they were supported with information in an accessible way that met their communication needs. People told us they had access to their care plans when requested.

Staff were knowledgeable about people’s needs and knew how to communicate with people in their preferred way including at times of crisis or distress.

The provider had policies in place to support the governance and protection of information. The management team were knowledgeable about how to provide information in an accessible way and ensured this was recorded within people’s care plan. We observed documents stored securely with delegated appropriate staff members having access. Care plans contained information for people about the use and storage of their personal data.

People told us they were involved in their care planning and improvements had been made across the service.

Staff listened, respected and supported people to share their ideas. Staff also felt their views were listened to by management.

The provider had a policy in place for managing complaints and we saw complaints were logged appropriately and delegated to a named staff member to review and respond. Care plans evidenced that people were asked for feedback and input into their care. There was also clear guidance on how people could raise concerns or complaints if needed. The provider had further supported this by having accessible information describing the process on noticeboards.

People told they us they were supported appropriately to access care and support relevant to them in a timely manner.

Staff told us they had received training on people’s unique health conditions. This meant they could recognise changes in the person’s health and take appropriate action. For example, staff were knowledgeable about people living with diabetes and how to identify symptoms of high or low blood sugars. Staff confirmed they had access to appropriate equipment to support people appropriately such as hoists and rotundas to support people with their mobility.

We saw evidence staff followed advice and guidance from external health care professionals.

The management team had and were continuing to upskill staff in conditions people were living with to help their confidence in making informed and timely decisions on when medical assistance was needed.

People’s needs were considered, and any barriers they may face to care, support and treatment were addressed. For example, people’s communication needs were assessed and recorded as part of the care planning process, then amendments made if necessary to ensure people were involved in shaping their care.

Staff and leaders had a good understanding of equality and promoted this in their service. Staff and leaders told us they would not discriminate against anyone based on their protected characteristics. People had full access to health care professionals. Staff and leaders promoted people’s rights.

The provider had processes in place to gather information about people’s needs and preferences. Through the process of developing a person’s care plan with them, any preferences or barriers they expressed were noted so action could be taken to minimise these and promote equity across the service.

People told us they were supported to make informed choices about their care and plan their future care. People said this was reviewed as part of their regular care plan reviews so any changes could be made as needed.

Staff we spoke with were knowledgeable about the type of care and support people required as they reached the end of life. Staff described the importance of family involvement, making choices and maintaining dignity.

The provider had a policy in place and encouraged people to make decisions where needed such as DNACPRs and ReSPECT forms. Care plans contained details about who people wished to be involved in this care planning if the need arose.