Wilton 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 provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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.

People were fully involved in planning their care and made decisions about the care and support on a day-to-day basis. People’s support plans were detailed, person-centred and clearly showed what people wanted their care to look like. Decisions made about their daily life, routines, activities and goals had been documented. Staff had clear guidance to follow to support people as individuals.

People told us the house meetings and key worker meetings were useful. One person told us they could share their views and ideas and made plans about the support they needed to achieve their individual goals, develop new skills and have new experiences.

People had differing needs and support and staff were able to confidently speak about what was important each person. Staff gave examples of how they had adapted their approach to support each person, for instance break down goals into manageable steps and using good communication. Staff recognised if there were any changes in people’s needs.

We observed person-centred interactions between staff and people. Staffing for each shift was also scheduled in a person-centred way, so people felt confident with the staff on duty. Where people needed additional support to access the community, this was scheduled for a time of day that suited their needs, as opposed to the needs of the service. This demonstrated a focus on providing a person-led service.

Relatives spoke positively about the consistent approach and support their family member received. One relative said, “I would say staff seem to provide very individualised support, what I mean is [Person name] needs are different to others, and all staff seem to get it right; always respectful and thinks about the right way to support [Person name].”

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.

People felt part of the local community. They used local facilities, such as barbers, shops and community groups and clubs, and were encouraged to build new friendships. Staff told us some people knew who their GP and health and social care professional were and were supported to speak with them as needed.

Staff and the registered manager had a good relationship with healthcare professionals such as GP’s, learning disability and mental health teams, and the local authority, who had responsibility for some people’s care. Staff were knowledgeable and demonstrated how they followed advice from healthcare professionals to promote continuity of care and improve people’s wellbeing.

A relative told us their family member’s move to Wilton House was planned, well managed and sensitive which helped to avoid any distress that could have happened.

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

The provider was meeting the Accessible Information Standards (AIS) and General Data Protection Regulation (GDPR); these were underpinned with policies and procedures. For instance, people had access to information in formats they could understand and were meaningful to them. Support plans developed included written information in easy read style and supported with pictures and images. A staff member told us about the ‘now and next’ approach to supporting people in understanding the structure of their day and upcoming activities.

The registered manager and staff understand their roles and responsibilities in relation to sharing information, and training was provided. Information was stored securely and locked cabinets, and electronic information was password protected. Information about people shared met data protection legislation requirements.

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.

People told us they could express their views and concerns and felt confident that any issues would be addressed promptly. One person told us, “I don't have any concerns, I'm happy here. If something's bothering me, I can talk to any staff - they're good.”

The complaints procedure was available in accessible formats people could understand and people were supported by staff or advocates to use this, if required. Staff understood that people with a learning disability may express their views in different ways, both verbally and non-verbally, using facial expressions or gestures, sounds and through body language.

People and relatives told us staff took concerns seriously. One relative said, “I've had no reason to complain, and [Person name] has never complained to us; if they did tell us something that bothered them, then I would speak with the staff or the manager.” Complaints were dealt professionally and in accordance with the providers complaints policy.

People told us their views were regularly sought in key worker meetings and house meetings, and they felt they were listened to. During the house meeting, we saw staff encouraged people to speak about anything that was bothering them. People had no concerns and knew they could speak to any staff, the registered manager or the provider at any time.

Relatives were offered annual surveys to complete. The results were positive, and the feedback was used to improve the service. One relative told us staff listened to their family member’s views, and the keyworker updated them about any planned activity or events.

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

People were given support to overcome barriers and had ensure equal access to care, support and services. Staff described the care pathways were designed to support people and providing consistent reliable support ensured people did not experience any barriers to access services.

People’s support plans were detailed and reviewed regular ensure they received the care and support in a timely way. Hospital passports were kept up to date and included important information about the person. Adjustments were made for each person to ensure they had access to health care and external support when they need to and in a way that worked for them. This promoted equality, helped remove barriers or delays and protected their rights.

Staff promoted people’s safety at home and ensured the premises were accessible and equipped to promote people’s independence.

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.

The registered manager and staff listened to people and were alert to the potential inequality and discrimination that people living with a learning disability and autistic people could face. Where people were at risk of social isolation, they were supported to develop friendship groups, social with peers, and enjoy new experiences.

Staff were committed to providing person-centred care and ensured people were involved in reviewing their support on an ongoing basis. This ensured individuals received effective and appropriate care, that lead to improved outcomes and enhanced their wellbeing and quality of life.

People and relatives spoke positively about the care and support provided by staff. People did not experience any barriers to accessing support to manage their health needs and to be involved in local community events.

People, relatives and staff shared testimonials, and examples of how people’s quality of life and wellbeing had improved by receiving the right support from staff. A relative said, “[Person name] is fairly content living there and has the freedom to go out. They make their own decisions and trust the staff to support them. [Person name] has a key worker they talk to regularly. Another relative told us, “The first 24 hours has been positive. Staff are obviously aware and want to provide assurances so [Person name] is safe; all small steps but positive ones.”

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 and relatives, where appropriate, were consulted about end-of-life care. Where people were willing to discuss this, their wishes and preferences were documented in their care plans. Staff also respected people’s wishes if they did not wish to discuss this.

At the time of this inspection visit no one was receiving end of life care.