Pytchley Court Nursing Home

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff recognised for one person the transition of living in a care home was proving difficult. They got to know them and found for many years they kept budgies. Staff arranged for the person to have budgies, which they kept in the day room during the day and in their own room at night. The person said that the birds had helped them settle. Two people had cats, which had impacted on the positive well-being for themselves and others; the cats had become an integral part of the home. A person told us, “I also have lots of friends here. I am actually looking after my friend’s cat who is in hospital; staff are wonderful, and they help me around the cat, cleaning, getting food, I only tell [staff] and they help.” Another person told staff how they were spiritual, staff supported them to source and attend yoga, they used to love swimming, staff arranged for them to go swimming regularly. Staff ensured people had time to do what they enjoyed. For example, a person said, “What I like is when one of senior staff comes and sits with their large screen computer and play classical music on it. I really like that, the other day it was a magical, they call it a one to one session. [Staff] do know I used to be an important figure in that field so they support my memories playing classical concerts.” Another person living with dementia used to keep horses; staff arranged for a large photo of a horse to be placed on the activity door, which the person visited daily to speak with the horse; this had a positive impact on their well-being.

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A relative told us, “I think the home is well connected with community and they do have often students to help. Other professionals also come. [Name] and other residents had a visit from optician.” People told us they felt part of the local community as they visited the local amenities and sites often. A relative said, “[Staff] clearly understand the importance of communication, engagement, stimulation and activity to help residents be as happy and comfortable as possible.” The home was open to the local public for coffee mornings and events such as garden party attended by the mayor. People and relatives told us they felt part of the local community which had impacted positively on their well-being. The local nursery joined people for colouring in sessions. The local college students and volunteers assisted with repairing and maintaining the garden which with their help had been transformed. Where the provider opened a new home in Stevenage, people were invited to visit and take part in their opening celebrations; some people had grown up in Stevenage and enjoyed reminiscing about the area. People had taken part in the general election.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had tools to help them communicate with staff about their needs. For example, a person who did not speak English had a communications book with words in English and their own language and photographs of key people, actions, food, types of clothing, hearing aid, time and other day to day and important information. Another person living with dementia had their en-suite toilet labelled ‘[Name’s] Toilet’ to assist them.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they could approach staff and the registered manager about anything and felt confident their concerns would be dealt with. For example, a person told the manager that the layout of their bathroom was causing them problems. They told us, “The bathroom has been changed so I can move around without banging my arm, I am really pleased with the change and the redecoration.” A relative told us, “Where we have mentioned little things, they’ve been accepted and dealt with.” People and relatives had shared their experiences about how difficult it was to come to terms with moving into a care home from their own home. The registered manager involved them in helping to develop information for new people and their relatives to help with the transition.

The service made sure that people could access the care, support and treatment they needed when they needed it. All people had regular access to the visiting GP and staff advocated for people who were not able to communicate their needs. The GP told us, “There is an ethos of care that is evident in our regular dealings with the staff. They use our services appropriately and help in liaising with families when it is clinically appropriate to do so. They use other services like out of hours and EMAS [ambulance service] appropriately.” All areas of the home were accessible by wheelchairs and the garden had been used regularly by people as the access had been improved. A relative told us, “[Name] uses a wheelchair and has dementia, so [Name] is reliant on staff for their quality of life. Arts and crafts go well for [Name], also music, newspapers, going on trips; [Name] uses the minibus a lot.” People had access to WIFI, a person told us, “I have internet here and I can use it, it’s marvelous how generous they are here.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff were aware of people who did not family and ensured their needs were met and they had an advocate involved for any decisions about their care were made in their best interests. The registered manager carried out a complete review of people’s needs monthly, to ensure people and their representatives had the opportunity to talk about what was important to them and ensure there were no barriers to accessing all the home’s facilities, including church services and activities.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. A family spoke about their experience of their relative who was living with dementia, they said, “We are all coming to terms [with it] and carers were so good to help us understand what might happen. Staff also manage [Name’s] down moods, we are just happy we sorted all documents, and the GP was present and now we are just following [Name’s] wishes.”