Wellington Park 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 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 service 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.

Staff involved people and their relatives when planning their care. People’s assessed needs, preferences and things that mattered to them were recorded in their care plans. Staff updated care plans regularly. However, some sections of the care plans were mainly task-focused and lacked background information, which could affect the quality of staff interactions with people. The lack of details could also make it difficult for newly recruited staff to thoroughly understand people’s needs. We fed this back to the managers and they told us they would review and amend these sections.

People who had mental capacity understood their conditions and care and treatment plans. One person told us, “Staff discuss the care plan with my daughter and she will then discuss it with me.” Other comments from people included, “They do take notice of what I say” and “Staff know my likes and the foods I dislike.” A relative told us, “They seem to give individual attention to the residents.”

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

Staff ensured people received effective, well-coordinated and timely care and support from other health and social care services. They did this by making referrals promptly when needed, facilitating health and care reviews, and sharing information effectively. This approach reduced people’s anxiety and ensured people received the right care and treatment when they needed it.

The service supplied appropriate, accurate and up-to-date information in formats that suited people’s individual needs.

People’s communication needs, including instructions on the appropriate ways to communicate with them, were documented in their care plans. The registered manager told us information was provided to people in ways they understood and the service could supply information in different formats if needed. A relative told us, “[Person’s] cognitive skills have improved a lot because they do picture cards with her.”

The service supported people and their relatives 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 service had a clear complaints procedure and kept a record of complaints made by people and/or their relatives. Records showed the concerns people or their relatives had raised, and the actions taken by the service to address them. A relative told us, ““They act on things very quickly.”

Managers listened to people and their representatives in the development of the service. A relative told us, “I know the manager and the nursing staff are all very approachable to any concerns you have.”

The service made sure people could access the care, support and treatment they needed when they needed it, including accessing external services.

Each floor had its own theme, with walls painted in different colours to help people orient themselves. Similarly, male and female staff members wore uniforms of different colours so that people could identify them more easily.

The premises of the service were accessible. People with physical or mobility impairments were able to access the different floors by means of a passenger lift and a stairlift.

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.

Staff treated people fairly, respected their rights and listened to their views. Staff received training in equality and diversity and understood people’s right to receive care and support that met their individual needs.

Relatives felt the staff team overcame any barriers to make sure people received appropriate care, support and treatment. A relative said, “What I like is they never leave any one out, despite their needs.”

The service supported people to plan for significant life changes, allowing them enough time to make informed decisions about their future, including end-of-life choices.

Staff discussed with people their future wishes and preferences. These were documented in their care plans. For example, one person’s care plan contained information on their funeral plans.

Staff worked with other healthcare professionals, including palliative care nurses, to make sure people received appropriate and dignified care and treatment at the end of their lives.