Wolston Grange

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 inspection we rated this key question Requires Improvement. At this inspection, the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

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.

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.

People spoke positively about their experiences of care and how staff helped them to spend the day how they chose. One person told us, “I need a lot of help, it took a while for me to accept it, they do a good job.” Another person said, “If I want to go in another room, it’s no bother they come with the hoist.”

Each person had a detailed care plan. People’s care plans contained information about what was important to them, their preferred routines and what they liked to talk about to support staff in delivering person centred care. For example, 1 person’s care plan stated that they had a variable sleep pattern because of their former career when they worked shifts. This helped staff to understand the person and how to appropriately support them.

Staff recognised the importance of seeing each person as an individual and adapting their responses to meet the person’s preferences and personalities. One staff member explained how they supported people at times of distress and explained, “It all depends on who it is. [Name] you have to get on their level.” They went on to explain how important it was to be reassuring and stated, “It really depends on each person and is not something you can put in a box.”
 

The provider understood the diverse health and care needs of people. Continuity of care was considered, and care was flexible where possible and supported people’s choice.

People gave examples of how they had been supported with their needs to improve their health. One said, “I am very happy, it’s a good place, when I was at home, I missed appointments (medical), now I don’t miss any.” Whilst some people could not recall seeing their care plan, there were some who had regular contact with family members who discussed the person’s care needs with staff.

The registered manager explained how people had opportunities to interact with others and experience person centred care that supported their health and wellbeing. They told us, “We have ‘resident’ meetings once a month, and twice a year family are invited for care reviews. There is an activity programme in the foyer based on what people want to do. We go out twice a week. We go to the local pub, garden centre, or visit the sister homes. We have garden parties and celebrate birthdays, it works really well. Residents look forward to it.”
 

The provider did not always ensure people understood what information was available to them. Information related to people’s needs was in formats that were accessible to them.
People gave mixed messages about how they accessed information with some saying they were not aware of a care plan or were not able to always attend the ‘residents’ meetings’. One person said the notice boards in the home contained information about events such as “going for walks, baking and cooking days” but said if any changes were being done in the home, “Its word of mouth.”

People’s communication needs were assessed and information recorded in care plans so that it was clear what people’s preferred methods of communication were. Care plans informed staff what aids people needed to support their communication.

Staff told us they adapted their approach to support their communication with people. One staff member commented, “I know [Name] hears better out of their right ear so if I speak to them in their right ear they can hear me. [Name] has glaucoma so if you get on their level, they can see you.”
 

The provider had systems in place to enable people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care.

Staff said they would support people to provide feedback or make a complaint about their care. One staff member told us, “I would direct them to [Registered manager] and they can make a complaint to them. If they came back and said they were not happy with how it had been dealt with, then I would direct them to head office and if they still were not happy, I would send them to CQC.”

People told us they had no complaints to make about the service and if they did, they would speak to staff or the registered manager who they felt would resolve them. One person told us, “[Registered manager] would sort it, no problem. If I was wrong, she would tell me, if I was right, she would sort it out.” Another person said, “I thought I was treated unfairly by a member of staff, I told another staff member, they had a word, they changed straight away and were very nice then.”
 

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

People were able to explain how the service had been flexible to support their needs. For example, changing times they were supported with care.
Where people could not express their pain or illness verbally, care and medication records indicated the non-verbal signs the person could present. One staff member explained, “Everyone has different non-verbal cues. There are people here who are not verbal. It is getting to know people from their care plans, or I would ask advice from my senior. Have we ruled out infection, have we ruled out pain.”

Where appropriate, staff supported people to attend external medical appointments to facilitate conversation and understanding of issues relating to their health. One staff member explained how they had supported 1 person to an appointment at the hospital and how they had discussed the diagnosis with the person when they returned home.
The registered manager told us about 1 person who had no family to support them, and English was not their first language. An advocate had been arranged for the person to support them with communication and access any necessary support. People had access to aids and equipment to help ensure they could access care as required.
 

People told us they felt they were treated fairly and equally and were able to explain support they received to confirm this.

Staff and leaders were aware of risks associated with people experiencing inequality and worked to ensure people experienced outcomes tailored to their care, support and treatment in response to this.

Staff had access to policies and procedures in relation to the equality and people’s human rights to ensure this was considered when supporting people. Staff knew how to ensure people experienced positive care and experiences that met their needs.
 

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 told us they had been asked about their wishes for the future. People’s care plans contained information about what was important to them when they became very unwell. This included who they wanted with them, what music they would like to be played and anything else that would give them comfort. For example, records showed that 1 person would respond well to a hand massage from staff with LED candles around them. People told us they had been involved in decisions in relation to DNAR’s (Do not attempt resuscitation records) so that staff and medical professionals could respect their wishes.

Staff understood the importance of ensuring people lived their last days as they wished and the need to provide them with time and reassurance. A staff member told us how they had supported a person who had recently passed away. They explained, “I took them to a lot of their appointments… I asked [Name] what they wanted. They wanted to be comfortable and if in pain wanted something to take the edge off. They died comfortable and pain free which is what they wanted.”