Wall Hill Care Home Limited

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 Requires improvement. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

The provider was previously in breach of the legal regulation in relation to person centred care. Improvements were found at this assessmentand the provider was no longer in breach of this regulation.

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 demonstrated a significant improvement in delivering person-centred care since the last inspection. People were placed at the centre of their care and treatment decisions, with care tailored to their individual needs and preferences.

During our previous inspection, we raised concerns about the lack of person-centred approaches. This time, we found people were clearly the focus of care and support. Relatives confirmed they were kept informed of any changes in their family members’ health. One relative told us, “The provider is good at passing on information. We meet regularly to review [my family member’s] care and discuss any support they may need. We feel fully involved in their care.”

Staff described a collaborative approach to care planning and delivery. One staff member said, “We have many meetings to discuss people's care, such as team meetings and handovers. We all need to work together to make sure people are safe.” Care records confirmed regular meetings with professionals took place to review and adapt care as needed.

Although updates to care plans were not always consistently documented, the provider was actively working to improve this process. Visiting professionals also noted marked improvements in the quality of care and support provided.

The provider demonstrated a good understanding of the diverse health and care needs of people and their local communities. Care was delivered in a way that promoted choice, flexibility, and continuity.

Relatives told us the provider encouraged people to participate in daily activities and engage with others in communal areas. One relative said, “Staff are always encouraging [my family member] to come out of their room, but they often want to sit in their room and watch TV. The staff try so hard but ultimately, they respect their decisions.” This reflected a respectful and person-centred approach to care.

Staff shared examples of how people were supported to access the local community, including plans for outings using the company minibus. We observed people actively involved in preparing for a celebration of a religious event, which highlighted the provider’s commitment to inclusive and culturally sensitive care.

Records confirmed people were regularly encouraged to take part in a range of activities and events, supporting engagement and promoting continuity of care.

The provider ensured appropriate, accurate, and up-to-date information was available in formats tailored to people’s individual needs.

Relatives told us the provider shared relevant information and explained internal processes clearly. One relative said although they had not needed to make a complaint, they knew how to do so and felt confident in the process.

Staff described how they adapted communication methods to support people’s understanding, including using simplified language and visual aids where appropriate.

We observed easy-read information displayed throughout the home, including details about the use of CCTV, how to make a complaint, and how to access care plans. Easy-read formats include pictorial content, which can support people with cognitive difficulties to better understand key information.

The provider supported people to share feedback, raise concerns, and contribute ideas about their care, treatment, and support. Staff involved people in decisions and communicated clearly about any changes made as a result.

Relatives told us they were able to attend meetings to share suggestions and raise issues. One relative said, “There are meetings we can go to if we want to attend.” Staff confirmed they encouraged people to raise ideas or concerns.

Minutes from relatives’ meetings showed how relatives discussed aspects of the home, such as staffing and meals, and made suggestions. This reflected a commitment to transparency and continuous improvement.

Care plans included details of people’s communication needs and documented any aids required. We observed staff checking people were wearing their communication aids, such as glasses and hearing aids, to support effective communication.

The provider made it easy for people to get the care, support, and treatment they needed, when they needed it. This was done by working closely with health professionals and being flexible to meet individual needs.

People told us they were supported to access health services quickly. One person shared how staff helped them attend appointments and spoke with healthcare professionals on their behalf. Relatives said they felt involved and informed. They told us the provider respected people’s choices and encouraged them to take part in activities and stay connected with the community.

Staff said they worked with external teams to make sure people received the right help at the right time.

Records showed people had regular contact with health professionals.

Staff and leaders listened to and responded to the needs of people who might be at risk of receiving unequal care or support. Care was shaped around people’s preferences, backgrounds, and health conditions.

People told us they were supported to continue hobbies and interests. We observed people taking part in activities such as arts and crafts, puzzles, and an exercise class, with staff offering encouragement while respecting individual choices. Relatives said staff helped their family members stay engaged and maintain routines.

The provider had recently refurbished the home, with noticeable improvements to the décor. They had also completed a dementia-friendly audit and were reviewing the results to plan further changes. We saw dementia-friendly features throughout the home, including dementia clocks, handrails, and level flooring, which helped people with cognitive and mobility needs move around safely and independently.

Care plans included information about things people enjoy. This approach showed how the provider was striving to make sure everyone received care suited to their needs and circumstances.

People were supported to plan for important life changes, including end-of-life care, giving them time to make informed decisions about their future. However, care plans didn’t always clearly reflect these decisions, which could lead to confusion for staff.

Where appropriate, people nearing the end of life had completed ReSPECT forms [ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment. This form outlines people’s wish for care and treatment in an emergency, especially if they’re unable to speak for themselves].

We found some inconsistencies in care plans about whether these decisions had been made. For example, 1 person’s care plan stated they had not completed a ReSPECT or advance decision, even though a ReSPECT form had been completed earlier in the year. This lack of clarity could cause uncertainty about people’s choices.

The manager responded quickly to our feedback by updating care plans and introducing regular audits to check accuracy.

Relatives told us they felt involved in future planning. One relative said, “I met with the manager, we discussed [my family member] and what staff were doing to manage risks and agreed a plan going forward.”

Staff described how they supported people with future planning, including helping them work towards personal goals and make arrangements for end-of-life care. Care plans included people’s health and wellbeing goals.