The Well House

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Before people moved into the service a full assessment was completed. This was completed by the deputy manager at their own homes in conjunction with their families. The assessment incorporated a visit to the service allowing time for people to meet staff and other people living in the service along with a review of the environment and facilities. This ensured people were suitably placed at The Well House.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Staff got to know and understand people and their individual needs quickly and fully. Any changes in health and welfare were picked up and discussed with the managers and senior staff for follow up and referral as needed.

For example, one person’s emotional well-being and understanding was changing, and staff had raised this with the GP who had arranged for suitable cognitive tests to be completed to ensure this person had any additional support required.

People’s nutritional needs and status were assessed, and suitable adapted diets were provided as necessary. For example, for those people needing modified diets to support their health including gluten free and diabetic diets.

Advice was sought from professionals when needed on diets and how these could be adapted to meet individual needs effectively. One relative told us “They have severe allergies - so they are very careful about what they eat and if they are not sure they ring up and check.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Visiting professionals were positive about their working relationship with the managers and staff and told us they were always available and knew people well. One told us, “They are very responsive, contact us when need advice or support from clinicians and I do know they care greatly for their residents.”

Staff shared information when people moved across services. For example, when having to use hospital services. Staff attended with people and shared hospital passports to share information on health and well-being effectively.

Staff confirmed they worked well with local health and social care professionals. The registered manager explained how they were working with a number of health professionals on a weekly basis to review and monitor one person’s health following a mental health crisis.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Feedback from visiting health care professionals was very positive about how staff worked to improve and maintain people’s health. One said, “They never miss appointments arranged and are very approachable” another said, “It is a pleasure to attend The Well House and to engage with the residents and staff. The residents are always present for their reviews and are actively involved.”

Relatives were complimentary about how staff supported people with their health needs. Relatives told us, “Staff know all their needs and respond to all of them.”

The provider did not always routinely monitor people’s care and treatment to continuously improve it. They did not always ensure that outcomes were positive and consistent, or that they met both clinical expectations and the expectations of people themselves.

Staff involved a wide variety of professionals and clinicians in people’s care. Although feedback received from visiting professionals was positive and demonstrated regular review of people’s health and well-being and that staff took account of clinical feedback. For example, a visiting professional told us, “Generally my work with them has been good. I provide written feedback for them to follow with clients.” We found that people’s care and support records were not complete and did not reflect fully the care and support needed or regular review and monitoring. This did not support consistent care and support.

Staff, however, knew people well and spent time understanding their needs people received the care and support they required. Staff also had close contact with visiting professionals and clinicians. Any advice and guidelines were share with staff. For example, A professional told us, “Staff follow all required guidelines safely.” Information and updates were shared between staff using daily records and regular handover meetings.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

From observations and discussion with staff it was clear that people were encouraged and supported to make choices and make their own decisions about how they lived. Staff had undertaken the mental capacity act training to ensure that they understood the importance of obtaining consent before they delivered any care or support. Staff spent time explaining options and asking people for their own views. A staff member told us, “Everyone is able to express their own choices.” One person had made their own decision to change rooms and, staff respected and supported this move.