Innovations Wiltshire Limited - 10 The Crescent

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 as good. At this assessment the rating has remained as 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 was exceptional at making 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.

For example, staff encouraged people to be independent when making medical appointments. This meant people were able to book appointments when it was convenient for them to attend them. This ensured people retained choice and control over their healthcare and maintained confidence in managing their own wellbeing. One person said “staff have worked with me to book appointments and to order medication – this makes me feel great that I can do this myself now”.

A person told us about the support they received to plan their yearly holidays. They told us, “I love going away, and staff help me plan to do this – it’s great”. The person told us the impact of this was “It gives me something to look forward to, helps me stay independent, and means I can enjoy new experiences and make memories.”. Staff confirmed that they provide individual support to all people for planning, booking and going on holidays with people. This showed staff supported people to live meaningful lives and do activities that enhanced their wellbeing and independence. It also demonstrated the care and support to be truly person centred.

Care plans were detailed and comprehensive, identifying what people needed for them to be supported in a way that empowered them. For example, we saw staff had worked with a person to write a new care plan based on a planned medical procedure. This meant there was a collaborative approach to ensure the person’s voice remained central to all aspects of their care.

There was evidence of staff sitting with people and talking to them about consent. A manager commented, “When ordering medication for people, gaining their consent and ensuring people understand what that means is really important.” This meant people’s rights and decision making were respected and promoted through collaborative working.

People were involved in the diverse menu planning and in the activities they attended.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider was enabled 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.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.