Wansbeck 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 the last inspection this key question was rated good. At this inspection this key question 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.

Records and risk assessments were person-centred and tailored to meet people’s needs. Staff encouraged people to participate in individual or group activities which they wanted to do. During our inspection there was evidence of each person being included in choosing tasks to meet their needs and abilities, with staff providing the additional support when required. An example being when a person wanted staff to read a book with them, staff encouraged the person to choose the book and join in with reading words that they knew. Other people were asked what time they wanted to have their shower rather than being told when this would happen.

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 had access to health services to maintain good health and continuity of care. Care plans evidenced input from health professionals, such as GPs, Speech and Language Therapy (SALT) and Physiotherapists.

People were observed accessing their local and wider community to use services such as restaurants, shops, cinema and other leisure facilities.

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

Care plans included information about people’s communication styles. This included visual aids, Makaton, and electronic devices such as Voice Output Communication Aids (VOCAs). Makaton is a language programme using signs and symbols to support communication. During our inspection we observed staff communicating effectively with people using different communication aids.

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.

One relative told us they would be happy to speak with the care staff to raising any issues or concerns if they had any. They said they have never had to do so but were aware of the process, if necessary, in the future. Another said they had spoken to a previous registered manager who listened to their concerns and gave reassurances that the person’s care and support needs would be reviewed, and support amended.

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

Staff made sure everyone had access to opportunities that were important to them. Staff actively encouraged people to be a part of the local community. During our visit we observed one person going out to the local restaurant, another visiting the cinema and another supported to go for a walk in the local area. One staff member commented “[person] loves to be outside and seeing what’s going on, then comes back home and we have a chat about where they have been and what they have been doing.”

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 felt supported and encouraged by the senior managers to identify concerns and improvements. Relatives were encouraged to be involved in the care planning for their loved ones and assist with the best interest options. Staff considered alternatives to help include people and their relatives in health meetings.

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.

Care plans were regularly reviewed and records updated with plans and best interest decisions. Wansbeck House encouraged people to be as independent as possible and look at opportunities for them to consider employment or future living arrangements. Staff supported people with managing positive and meaningful relationships.