Wentworth 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 service met people’s needs. At the last inspection we rated this key question good. At this inspection the rating has remained 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 management team made sure each person was at the centre of their care and treatment choices and they decided, in partnership, how to respond to any changes in their needs. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. A relative told us, “Many of them have gone to a lot of trouble to get to know my relative and to find ways of ensuring that she is comfortable, calm and content. They are always respectful of her wishes, despite her advanced Alzheimer's disease, and they keep me informed of any changes or issues that arise on a day-to-day basis.”

The service 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 worked closely with health and social care professionals to make sure people received joined up care, which was tailored to their needs. The activity co-ordinators along with the staff team were passionate about providing a programme of events which were tailored to everyone’s tastes. We observed people were being supported to maintain their social functioning and continue to experience a good quality of life. A relative said, “The quality of life and care provided to residents at Wentworth is very high indeed. Far ahead of other care homes I have visited. The team is very professional and take a genuine interest in providing high quality of care and high quality of life to the residents.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and ways they could understand. Communication plans were in place. Care staff told us they had information about, and understood people’s communication needs. We observed staff effectively supported people to fully express themselves. A person said, “Staff always let me know what is happening and make sure I understand what this means for me.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Overall, people and relatives felt the registered manager and staff listened to them and acted on any concerns. When people raised a complaint the management team responded and resolved these. The provider had recently introduced the role of concierge whose job it was support individuals and relatives with any concerns or queries. The person said, “I suggested having a main contact, which [registered manager] agreed with and now I am always available to take calls, resolve any issues and deal with complaints. I want people to find it easy to raise anything and find we offer positive solutions that remain effective.”

The service made sure that people could access the care, support and treatment they needed when they needed it. Discussions with staff showed they understood how to access specialist health or social care support people might need.

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. For example, the training manager had designed a programme of training which aimed to assist staff understand a wide range of equality and diversity issues and reduce inequalities or prejudices that affected outcomes for people. The management team ensured people’s social and healthcare needs were fully considered and 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. Staff understood how to deliver this should it ever be needed and some had recently completed in-depth training in supporting people at the end of their life. A relative said, “The home was able to meet the care needs of [person] who had dementia and increasingly limited mobility. The home dealt with our [person’s] end of life and demise with care and compassion, and we were treated with respect and dignity when they passed away. We were very grateful that [person] was able to die peacefully at the home.”