Woodview House 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 provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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 made 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.

Relatives told us staff were aware of their family member’s personal preferences and choices and met these when they provided their care. A family member involved in their relative’s care planning said, “They have been through it with us, and they know all of their wishes.”

Care plans were completed by staff who were competent to do this, and the plans gave staff guidance on how to support people’s individual needs.

We saw people’s care plans had evolved over time as staff learnt more about people’s needs, individual choices and preferences. They gave detailed guidance, and all provided enough information about people’s personal likes, dislikes, choices and wishes. It was clear the individual person was at the centre of the care planning process.

Staff discussed with people, or their representatives, their care and treatment options so people could make informed choices.

A care plan review took place regularly and when people’s needs altered. These reviews were recorded for staff information. Action was taken to ensure that, following the review, the care plan itself was amended so it also reflected any changes in care needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff and managers understood the health and social care needs of the group of people they cared for, including the needs of their representatives.

The service worked with commissioners of care including health and social care professionals to support people’s needs and to ensure, where there were gaps in care provision, additional care support could be accessed. This included advocating for people to receive funding from commissioners for additional care support.

Where people required the support of other specialised services, staff worked collaboratively with those services to ensure the person’s needs could be met and continuity of care was maintained. One professional told us, “I have witnessed person centred care and not task orientated, residents treated with respect and dignity. My experience of the care and support provided by the staff is good.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication care plans gave staff guidance about people’s verbal and non-verbal communication needs. Care plans provided guidance for staff on how they should support people to understand what was being communicated to them. For example, the need to repeat what was said because of memory loss or the use of gestures to support what was being said verbally.

Information about people’s eyesight and hearing was included, if they wore glasses or a hearing aid, so staff were aware of their needs to support effective communication.

People’s care plans were stored on the provider’s electronic care system. Staff could access care plans on individual electronic devices, however, if people wanted to read their care plans, these could be printed if preferred.

Staff had received training on handling and managing confidential information, including cyber security, and they understood the importance of keeping information about people confidential and secure.

Consent was sought from people or their legal representative(s) for the sharing of confidential care information with relevant professionals and agencies.

The provider had arrangements for the safe and secure storage of confidential information, kept either electronically or in paper form.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had a complaints policy and procedures for people, their relatives and visitors to be able to raise a concern or complaint. Information about how to raise a complaint was seen on notice boards.

Relatives consistently told us they had never raised complaints as there was good communication with the home. One relative told us, “We have no reason to have made any complaints as we can have an open and honest conversation, anything that is raised is listened to, they deal with it there and then, so it doesn’t need to escalate as they are so responsive.”

The home sought the opinions of people and their relatives through meetings and quality surveys, and we saw action was taken based on the feedback received.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were able to access healthcare, treatment and support when they needed it. Staff ensured timely referrals were made for specialist support, while people could regularly access local health support when they required it.

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.

People’s care planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences and complex needs. People’s and staff’s cultural and religious needs were supported.

Each person’s care plan identified any equality needs and how these impacted their care needs, while staff understood their role in ensuring people's equality and diversity needs were met.

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.

People had future wishes care plans which recorded their preferences, where they were happy to discuss this. The plan also recorded how their family should be kept updated. People had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. A ReSPECT form can be used to record people’s wishes and preferences so that in the event of an emergency, those looking after them can make decisions about their care that reflects their personal wishes.

Staff carried out specific audits on people’s end of life plans to ensure they were fully completed and current.