Wise Support

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 since their registration in June 2022. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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.

People received person-centred care and support from staff, focussed on their individual needs. People’s records reflected their choices and preferences which helped staff deliver the care and support people wanted. The registered manager undertook regular checks with people, and others involved in their care, to ask for their feedback about their care and support and whether this was continuing to meet their needs and made changes when this was required.

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 registered manager understood people had diverse and varied needs and made sure people’s care and support was planned and delivered to meet these. Staff understood the diverse needs of people using the service and told us how they made sure the care and support they provided was in line with people’s individual needs and preferences. Staff worked proactively with healthcare professionals so that people experienced joined up care and support from everyone involved in their care.

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

People’s communication needs were assessed and recorded in their care plans and shared with staff to ensure these needs would be met. Staff understood people’s communication needs and provided information in a way people could understand. The service provided information to people in formats tailored to their needs. This included audio tape, large print and Braille.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People were happy with the care and support provided by staff. A staff member told us, “I ask [person using the service] if they are happy with the support I provide them and I will make sure I listen and pay attention to anything that makes them unhappy.” The service had arrangements in place to support people to give feedback, raise concerns or make a complaint. The registered manager told us people had not raised any concerns or made formal complaints to them in the last 12 months. The service’s complaint policy set out how any complaints would be dealt with and what people could do if they remain dissatisfied with the service’s response.

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

People received care and support at the times of their choosing. People’s daily routines and activities were planned with them and people chose when and how they did things. Staff were flexible and accommodated changes when people wanted this. The registered manager regularly reviewed people’s care needs to make sure care and support was provided to them at the times they wanted, in line with their choices and preferences.

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 understood people’s right to receive care and support that met their individual needs and made sure this was met. One person told us how they were able to practice their faith by being supported by staff to attend church once a week. People’s records contained detailed information about their individual needs including those related to their communication, social, cultural and spiritual needs. People’s care and support had been planned to ensure these needs could be met. Staff received equality and diversity training to help them make sure people were not subjected to discriminatory behaviours and practices. The registered manager made sure risk to people of experiencing discrimination, due to their protected characteristics, was reduced when being supported with their care and support needs. They told us, “When we take [person using the service] to the GP we make sure the GP has all the information they need as [person] may not be able to explain this all themselves.”

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.

Arrangements were in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This would help to ensure people’s wishes and choices would be respected at the appropriate time.