Beacon 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

Responsive- – this means we looked for evidence that the service met people's needs. At our last inspection we rated this key question Outstanding. At this assessment the rating has changed to Good. The quality statements we looked at were Listening to and Involving People and Equity in Experience and Outcomes. People and staff told us they had not experienced any discrimination or inequalities when accessing care, support and treatment when they need it. However the providers current processes to provide people and staff with the opportunity to give feedback was not robust.

This service scored 86 (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.

People and staff had not had the opportunity of attending regular meetings. The registered manager told us they had identified this and wanted to reintroduce resident and staff meetings each month from the beginning of the year. However due to unforeseen circumstances these had not been undertaken during our assessment. Monthly meetings were being planned to commence in February 2024. We saw staff had spent time with people to obtain their feedback via satisfaction surveys. This information was presented with simplified questions and answers recorded in a pictorial format, for example, ‘Do you like living here’, ‘Do you feel safe at home and when you go out’, Peoples response was recorded with either a smiley face or sad face. The providers current processes in place to provide people and staff the opportunity to give regular feedback were not robust or effective. Although the registered manager told us they were in the process of resending satisfaction surveys to relatives and staff we saw no evidence of how previous feedback was used to identify areas for improvement. There was a complaints process to follow, and people had access to an easy read version of the complaints policy.

A person we spoke to told us, they would and could talk to any member of staff, but specifically referred to the registered and deputy manager if they had any concerns. Relatives, we spoke to provided mixed feedback regarding raising concerns and how they were responded to. One relative told us, "I would call the home if I felt I needed to make a complaint. I would always let them know,” another relative told us they had spoken to the registered manager regarding some missing clothing and said, “No one has done anything about it.” They were not aware of how to raise a complaint formally and told us they were not provided with a copy of the complaint’s procedure. This was discussed with the registered manager who advised they would carry out a courtesy call to discuss their concern and provide them with a copy of the complaint’s procedure.

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 spoken with confirmed they had not witnessed or experienced any occasions whereby they had felt any of the people using the service were discriminated against, or they had witnessed people not having their basic human rights met. For example, when people received healthcare support from healthcare professionals and services. The registered manager and deputy manager confirmed the above and stated they would address any inequality and discrimination with the professional or service.

People and relatives told us they had not experienced any discrimination or inequality, nor treated differently when accessing or receiving support from healthcare professionals and services. One relative told us, “The care home has given [Name] more independence to do things for themselves and to have as much ‘normality’ as possible. I am involved in [Names] care and staff always keep me updated when attending any healthcare appointments or accessing other healthcare services.”

Care records we reviewed for people demonstrated they were able to access services, particularly a range of healthcare services and professionals throughout the day and out of hours. There was no evidence to suggest people experienced delays in healthcare provision. Feedback we received from 1 professional stated, “The management and clinical staff have been receptive to and acted on recommendations which resulted in reduction of behaviours that challenge. Management have been approachable, good communications and are happy to share information.”

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.