Park View Road

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

This key question has been rated good. We reviewed 7 quality statements for this key question. Staff ensured people and their relatives were involved to ensure person centred care was delivered. Activities were part of people’s daily life and were tailored to their needs.

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.

Relatives told us their family members received person centred. Comments included, "They will take [person] to the pub. [Person] only drinks cola but likes to go. They are allowed freedom. They take [person] to the park or the cinema. It has all been risk assessed. [Person] also likes to go to charity shops to buy jigsaws, which they let them do". Another relative told us "They take [person] on holiday. They have taken them to the coast for the day."

Staff told us they provided care in a person-centred way. Staff listened to people and were able to provide examples of effective communication with people. A staff member said, "We use Makaton, sign language or show pictures to some people. This all depends on how people communicate and what suits them."

We observed people being cared for in a person-centred way, having their needs, wishes and preferences met. People were cared for by staff who knew them well and we observed many interactions where staff demonstrated their kind, caring nature.

Relatives told us they felt the service met people's diverse care needs and were happy with the quality of care provided. They told us the service met needs through the activities provided, and according to their requirements. A relative told us, "They do things like family barbecue, which is great." Another relative said, "I do like the atmosphere that they create for Christmas and Birthdays. They do try hard."

Staff and leaders were able to provide details on how staff ensured people were able to access and be integrated into the local communities. For example, a staff member told us they take people out “on bus rides and to the park.”

Professionals were involved in supporting people to transfer between health services and enabled people to access the community links and resources.

The provider understood the diverse health and care needs of people using the service and their local communities. There was evidence of joined up care, supporting choice and continuity for people. The provider engaged with the local communities to ensure care was joined-up, and supported people's choice and continuity.

Relatives told us they had been involved in care planning and had access to care documents in various accessible formats if they required. Information was shared seamlessly with other professionals when needed.

Leaders told us how they promoted effective communication and the sharing of information with external professionals.

Information was provided to people in a suitable format. This information was kept accurate, up to date, and only shared safely.

Relatives told us they were not regularly invited to meetings. A relative said "I know they used to have them. I don't know now. I can't remember being invited to one for a while."

Staff told us the provider listened to people, involved people in reviews of their care and after any incidents took place. People’s care was continually reviewed whilst involving people in decisions. A staff member told us, "We have regular reviews and set goals that are suitable to them. These can be small [goals] or something big like starting a new hobby etc."

The provider had systems and processes in place to gather feedback from people, relatives and staff. However, processes needed improvements to ensure consistency in completing, reviewing and actioning the feedback timely.

Support to access external services was inconsistent. Although relatives told us the service arranged appointments with dentist, dietitians, etc when needed, the provider did not always provide a staff chaperone when needed. Feedback from relatives was mixed. Comments included, "They would have to do that now [attend the appointment]. I trust that they would look after him, if he needed any external appointments" and "They have a community dentist. Park View help with it, but my parents have to take them for anything like that."

Leaders were not aware of the discrepancy between how relatives experienced differences in the requirement to accompany people to external appointments. Although leaders told us how the systems in place ensured people were able to access support for all their health care needs, improvements were required to support this process to ensure it was fair and equitable for all.

The provider had detailed documentation showing involvement and access to other services for people.

People were able to access the care, support and treatment they needed when they needed it. Adjustments were continually made to staffing levels and consideration for abilities according to the current needs of people.

Relatives told us people in the service had equal opportunities and support was tailored to people's specific needs and requirements. A relative told us, "I am happy with Park View. [Person] has been at various care homes and none of them worked. [Person] has been here many years and what I like is that staff at Park View do understand [person’s] needs."

Staff demonstrated knowledge of inclusive working practices and how they overcome barriers to include all people in all aspects of care. Staff also gave examples of how they overcome any barriers which people faced relating to any one of their protective characteristics. Staff told us they take people, "To go for walks and to the park" all in line with their protected characteristics.

The provider had effective systems and processes in place to ensure barriers to care were minimised. We saw evidence of equality of all person experiences. Care plans were tailored to people's individual needs and all characteristics were considered and included.

Although no one was approaching the end of life in the service, we were assured people would be involved in advanced care planning and in important decision making when appropriate.

Staff supported people to plan for important life events and ensured people and their relatives had enough time to make informed decisions regarding their future. Staff was confident to speak to people about their care, including where appropriate end of life care.

Whilst no one was actively on the end of life pathway, people and relatives had been consulted in preparation for decision making regarding important life changing decisions.