Woodways

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 provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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 were exceptional at providing person centred support to people. For example, 1 person was supported to change their gender identity, this was extremely important to them, to enable them to live how they wished. Staff supported them to buy clothes they wished to wear and used their preferred name and pronouns. People had their own personal effects in their living spaces and were involved in decorating them. For example, 1 person had a gaming room, which included a games console and pictures, this person also had football memorabilia. This meant they were supported in an environment which was tailored to them, inclusive and promoted their equality and diversity. Another person enjoyed playing with dolls, they had several dolls and equipment in place, such as doll’s prams. This person also had several photographs of them caring for the dolls and taking them to activities and outings, which made them happy and relaxed. A staff member said, “People go out all the time, we do day trips, bowling, lakes, walking, shopping. We have dance sessions and exercise classes. We support people to achieve their goals, such as cooking, house chores and living independently. We prepare meals with people, depending on their choice, and we encourage participation. People choose what they want to eat and what they want to do every day.” Staff had received individualised signing system training, which had enabled them to effectively communicate with 1 person, this had improved their quality of life, and promoted their independence to make choices. This person had previously had little verbal speech, and was now speaking several words, including having nicknames and jokes with staff.

The provider 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. The provider ensured that people led the service and made decisions and choices based on their wishes, needs and preferences. People using the service were at the heart of decision making. Their voices, preferences and lived experiences directly shaped the way care was planned and delivered, fostering a strong culture of co-production. People were supported by a dedicated, consistent, core team of staff who knew them extremely well, which provided a continuity of care for them. Key events were shared with people via notice boards and newsletters. People were involved in writing and formulating newsletters, and these included celebrations, activities, poems written by people, artwork completed by people, staff achievements and games.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Detailed communication care plans were in place, to give staff guidance about how effectively communicate with people. People had information provided to them in tailored formats, dependent on their needs. One person used individualised signing, and staff were trained to communicate with them. Pictorial formats were used to make choices, such as meals. Easy to read information was in place, to give people information about how they could make a complaint and give feedback.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People felt listened to. Some people had expressed a preference for larger baths in their apartments to better support their comfort, dignity, and relaxation. The provider listened and responded promptly, ensuring these adaptations were made. This demonstrated a clear commitment to personalised care and to enhancing people’s daily experiences. People received regular feedback surveys, to give feedback about their care. People also received monthly reviews with their key workers and people were involved in activity planning. People had recently celebrated autism week and had been involved with formulating information for people, this celebrated people’s diverse needs and gave people information which helped others understand them. This was shared with people using and visiting the service. People had also celebrated key dates throughout the year, such as VE day, Chinese New Year, learning disability week and mental health day. A staff member said, “People that live here are all different, if anyone is in crisis, we do different things to keep people safe. We talk to them, the main thing is to talk to people, if people are low we try and cheer them up. I know different people’s likes and dislikes.”

The provider ensured people could access the care, support and treatment they needed when they needed it. Staff were proactive in their approach, and ensure people received input from external healthcare professionals. For example, 1 person had recently received dietician's input, to assist them to be more healthy and lose weight. People were supported to attend a local slimming group and to eat healthily. A person said, “I am involved in my care and can say when I am not happy. I have regular eye tests and wear glasses. The doctor comes to the home every month and we have a care coordinator. I take medication and have had a recent review. I know what the medication is for.”

People were supported to do what was meaningful to them. People attended various community outings and activities. Some people were being supported to learn how to play a musical instrument and some people were supported to go on holiday. People were happy they could learn new skills, people excitedly told us things they had achieved and what their plans were for the future, people felt included and empowered. Plans were changed daily, depending on people's choices, for example 1 person was supported to change their holiday time at their request, which had empowered them to make their own decisions and life choices. People had access to an activities room and an activities co-ordinator was in place. A relative said, “They involve me in parties, I am happy with their diet and nutrition. [Name] goes Fridays for the weekly shop. The staff go with her to all appointments and tell me when they have been. [Name] has lots of activities. The staff are friendly and polite. Nothing needs changing, they are happy and settled.”

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Where possible, people had been involved in care planning about their wishes at the end of their life. This was done with people based on their choice, for example, one person found this too upsetting, so staff had not explored this with them, this meant staff were led by the people they supported. People had their future goals and aspirations formulated with them and were supported to achieve this. For example, 1 person had formulated a plan for the year about things they wished to achieve, such as learning to drive and obtaining their passport, to enable them to go abroad on holiday. This approach gave people a sense of purpose, ownership over their future, and the practical support to make their ambitions a reality.