Weldon Homecare Services 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.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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. Support was planned around what mattered to people, incorporating their values, goals, and preferences. Staff demonstrated detailed knowledge of individuals, and personalised care shaped daily practice and decision‑making.

Care plans were person centred and reflected people’s preferences, life histories and wishes. People we spoke with knew the content of their care plan, confirmed staff respected their preferences and were responsive to their individual needs. Staff were passionate about supporting people the way they wanted. A staff member told us of a person who they knew liked to look out the window to see the river. Another staff member said, “It’s giving the customer the right care, the exact care they need. Caring for the client in the way they want.” This meant people received care that reflected their individual needs, preferences, and what mattered most to them.

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 experienced consistent care from staff who understood their needs well. Continuity was prioritised, and integration with professionals which ensured joined‑up support. One person said, “We discuss how I can achieve my goals. I get the same group of carers approximately 5 a week”.

Several people described joining the service as a smooth and well‑supported experience, even when circumstances required the service to act quickly, showing flexibility, coordination, and a proactive approach to ensuring people’s needs were understood from the outset. One person said, “They came to a face-to-face assessment 2 weeks before I joined. I had already had the information needed, because it had to be done quite quickly, it was a smooth process.” This meant people experienced consistent, joined-up care that met their ongoing needs.

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

The provider was aware of their duty to provide information in a format suited to individual’s needs. For example, in larger print for someone who has a visual impairment. At this time, the provider was not supporting anyone who required any information in an accessible format, but they did consider people's communication needs. This included consideration for hearing and sight impairments which was reflected in people’s care plans.Documents were available in different languages and formats if needed and this was advertised at the bottom of some documents such as their ‘statement of purpose.’

The registered manager told us that they spoke to most people on a weekly basis and if someone were unhappy, they would try and resolve any issue straight away. This meant people and their families were better informed and able to make confident decisions about care

The provider did not always make it easy for people to share feedback and ideas, or raisecomplaints about their care, treatment, and support. However, staff involved people in decisions about their care and told them what had changed as a result.The provider had no way of recording complaints that came in to keep track of them, progress them, learn lessons and spot trends. Most people and their relatives said they did not recall having the opportunity to share feedback or review of their care and support. The complaints policy was also confusing in places and may have made it difficult for some people to have made a complaint. However, people and their relatives told us where they had reported any issues, they felt follow up action had been taken. The registered manager told us they would be building a form to log these moving forwards and told us they would review any feedback we provided in relation to policies.

The provider made sure that people could access the care, support, and treatment they needed when they needed it.Staff acted promptly when people’s health or wellbeing changed. Medicines were administered on time. People had the necessary mobility aids in place to meet their needs and promote independence. People had access to healthcare professionals such as a GP or when emergency healthcare was needed. The provider liaised with heath care professionals where needed to help streamline processes for people. As Weldon Homecare Services Limited grew the provider identified that a purpose-built office with accessible toilet was needed to allow anyone to access it. The registered manager had plans to host a summer BBQ at the office now for all people and staff, as all would be able to access and enjoy it. This meant people could access the service regardless of their background or circumstances, helping ensure care was inclusive, fair, and tailored to individual needs.

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.Care plans clearly detailed the level of support and access needs of people to access services such as other medical professionals like GPs. Staff understood how and when to seek further support for people related to their health condition. Staff were knowledgeable about people’s needs and what was normal for them, so they were able to identify concerns early.

The provider organised social events for people to attend at a local venue and engage with staff and other people having care from the service. The registered manager said, “One person didn't make it to the Christmas party one year. They wanted fish and chips so I said for staff to go and buy them fish and chips, we would pay and stay with her.” This experience allowed the person to enjoy a meal they wanted, with staff, in their own home, at a time that suited them.

People were not always supported to plan for important life changes, so they could haveenough time to make informed decisions about their future, including at the end of their life. Care plans did not consistently contain details on how someone would wish to be cared for at the end of their life or whether any conversations about death had happened with a person.

However, the registered manager and staff knew people well, including their likes and dislikes and most people lived with family members. Following our assessment the registered manager said they would look into implementing this into people’s care and support plans to better plan and prepare for the end of their life, particularly where a death may come unexpectedly. The registered manager and staff were knowledgeable about compassionate care which maintained dignity and how these skills were essential as people neared the end of their life.