Wrawby Hall Care 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 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 received care that was person-centred and reflected their individual histories, preferences and goals. Staff knew people well and adapted support as their needs changed. Staff used detailed care plans and risk assessments, including for more complex needs such as diabetes, and Parkinson’s disease, and updated these as people settled or their presentation changed. Relatives described people having a “new lease of life,” with one telling us their family member was “really enjoying themself” and that staff had “got to know them as a person.”

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. The service provided coordinated care, worked well with health and social care partners and gave people continuity from a stable, long-serving staff team. District nurses, GPs and other professionals visited regularly. Staff could explain referral pathways and how they worked with external services when people were admitted, discharged or needed specialist input. Relatives said staff contacted them promptly after incidents, such as falls, and described care plans being reviewed with them and updated when people’s needs changed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives received clear information in formats they could understand and the home used different methods to support people to access and process information. The service used picture menus, example meals on a plateto show people what the meal would look like before they made their meal choice, whiteboards and visual emotion symbols, alongside clear signage for communal areas and toilets, to help people make choices and orientate around the home. Newsletters, service specific guides and social media were used to share information with families and the wider community. Families told us they were kept informed about changes and incidents, with a relative saying the registered manager was “really supportive” and gave a “prompt reply to my emails.”

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 listened to people, relatives, staff and professionals, and used their feedback to make improvements such as activity provision, the environment and staff rewards. There were many ways to give feedback, including surveys (also provided in an accessible format), meetings held with residents and relatives, and staff and professional questionnaires. People and relatives told us staff and managers were responsive when they raised concerns or suggestions. A member of staff said, “We have resident and family meetings and any ideas or suggestions they make are implemented if it is feasible. It is on the notice board – you said, we did.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People could access the service and their care in line with their needs, and the environment and systems were arranged to reduce barriers. Staff recognised dementia as a key barrier and worked to mitigate this. The home used adaptations such as lifts, hoists, technology, and clear signage throughout the service to support safe access for people with mobility and cognitive needs. Staff and leaders described flexible visiting, on-call arrangements for out-of-hours support and a process for adjusting bedrooms or routines as people’s mobility or health changed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.The provider used effective monitoring systems to help identify and respond to changes in people’s health and wellbeing. These included regular weight checks, pressure area risk tools, skin integrity records and falls monitoring. Staff used this information to adapt care promptly and reduce the risk of poorer outcomes for people who were more vulnerable to deterioration or harm. People experienced positive outcomes because of this responsive approach. They told us they felt safe, well cared for and able to enjoy life at the home. Relatives also gave positive feedback, describing the care as “fantastic” and “outstanding”, with one family member telling us, “The care [Name] has received is very good.”

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 had the right training and support to help people talk about and record their wishes in a caring and respectful way. Care records clearly set out people’s preferences for their care, what they wanted to happen if their health worsened, and how they wished to be supported at the end of their life, where this was needed. Staff understood these plans and could explain how they worked closely with district nurses and other professionals as people’s needs changed. Staff told us they were supported by district nurses to provide compassionate and comfortable care during this important time.