Waters Park 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 79 (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.Everyone at the service had a personalised lifestyle. However, some people’s rooms were sparse with decoration, personal items and décor. The service agreed to ensure that everyone had some personalisation in their private living spaces.

On each day we visited we saw everyone having personalised and active lifestyles. For example, groups of people went out to lunch frequently at a local pub, a person was supported to be a regular at a community gym, and others were supported to go individually to the town centre shops, a bus ride from the service. Within the service people enjoyed cooking, gardening, games, and art.

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 thrived on a diverse staff group and client group. We saw photos showing how much people had enjoyed the Hindu festival of colours when everyone was covered in harmless paints.

People benefited from a stable staff team who knew them well and had meaningful relationships with each person. This helped ensure people received continuity in their care, and changes in their health and wellbeing were continuously monitored and reviewed.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

All providers of publicly funded adult social care must follow the Accessible Information Standard. The service was compliant with this standard and went above and beyond to provide individualised information for people.

The service provided excellent photo based easy read information, specifically created for each individual, before they were admitted to the service, so they had a very good understanding of the people, facilities and service provided by Waters Park House. This was particularly useful to people who were coming to the service from outside the local area. In addition, wherever possible people would visit the service before their admission, so they had an excellent understanding of the individualised support they were to receive. If English was not the person’s first language the service’s IT system ensured any written information was given in the language most easily accessed by the person.

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 service had a complaints investigation procedure, and this had been used effectively in the past when necessary. The service had not had a formal complaint for some time. People’s relatives told us they knew how to make a complaint should they need to do so.

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

People’s care and support was given in a timely way and in line with the quality standards and legal requirements. The service enabled full access to care and other services for each person, advocating on their behalf to ensure appropriate referrals through each person’s GP practice. The management team knew how to access specialist support. For example, support was being accessed to meet people’s individual physical and mental health care needs from local NHS services.

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 received training in equality, diversity and human rights so that people did not experience discrimination in the quality of their lives. People’s views were considered and acted upon. Managers and therapists were seen actively advocating on behalf of people. For example, the Speech and Language Therapist was seen assisting people to organise their benefits when entering and leaving this residential care service. People were supported by an individual and personalised service, to ensure they each had a good quality of life.

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.

The service had a policy and procedure about how the service would support someone who was coming to the end of their life. The service had supported people to put in place DNR/CPR advance directives when necessary.

The service had experience supporting people coming to the end of their lives and ensured that people had access to all possible palliative care treatment and pain relief medications.