Walsingham Support - 19 Beech Avenue

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 Good. At this assessment the rating has remained 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.

Person-centred care was clearly embedded within the ethos and culture of the service. Care records were detailed, personalised, and reflected people's individual needs, preferences, strengths, and aspirations. Information was tailored to each person, providing staff with clear guidance on how to support people in ways that respected their choices, promoted their independence, and helped them achieve outcomes that were important 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's needs were kept under regular review to ensure they continued to receive the right level of support. Where changes in needs had been identified, additional funding had been sought to ensure appropriate resources were available to meet those needs effectively.

Staff received training tailored to the specific needs of the people they supported, helping them provide safe, responsive, and person-centred care. The induction programme for new staff was comprehensive and included detailed information about the individual needs, preferences, and support requirements of people living at the service.

Staffing rotas demonstrated that staffing levels were consistently maintained in line with assessed needs, ensuring people received timely support. Effective communication and collaborative working with partner agencies was evidenced throughout records, helping to promote continuity of care and positive outcomes for people.

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

The provider demonstrated a commitment to ensuring information was available in formats that met people's individual communication needs and supported their understanding. Accessible resources, including picture menus, were used within the home to help people make informed choices and maintain involvement in day-to-day decisions.

People's communication needs were identified as part of the pre-admission assessment process, helping to ensure appropriate support and reasonable adjustments were in place from the outset. This enabled staff to understand how best to communicate with people and promote their participation, independence, and wellbeing.

The provider made it easy for 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.

There was a complaints policy in place which provided guidance on how concerns could be raised and managed. A key worker system operated within the service, supporting the development of positive relationships and helping to ensure people were involved in decisions about their care and support. Recent training for staff focused on achieving positive outcomes for people.

One person had external representation through a family member who supported them in expressing their views and making decisions. However, 3 people did not have any independent representation in place. The provider and registered manager were committed to addressing this to ensure people's views were understood.

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

People were supported to access a range of healthcare services to maintain their health and wellbeing, including access to a visiting dentist. Care records contained detailed information about the support people required to attend appointments and undergo procedures, enabling staff to provide consistent and person-centred support that reduced anxiety and promoted positive outcomes.

Emergency protocols were in place to guide staff in responding to unforeseen situations, and an on-call system provided additional management support when needed. This helped ensure people continued to receive safe and effective care.

People also had access to vehicles, which supported them to attend appointments, access community facilities, and maintain social connections, promoting their independence and inclusion within the wider community.

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.

The provider and registered manager had identified areas for further improvement in relation to enhancing people's experiences and achieving positive outcomes. Recent training for staff had focused on supporting people to achieve more positive outcomes.

We identified that further improvements could be made to ensure people consistently experienced meaningful and enriching activities tailored to their individual interests and preferences. During the inspection, we observed periods where interaction and engagement with people were limited.

Some feedback from staff indicated that activities frequently involved walks in the local community or accompanying staff on routine tasks, such as collecting medicines. However, we also found evidence that people had participated in activities they valued and enjoyed when staffing levels and circumstances allowed. Plans were progressing to further develop the sensory environment to meet people's individual needs and preferences.

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.

We found person-centred examples of advance care planning, including arrangements to support people to express their wishes and preferences for future and end-of-life care. The provider had approached these discussions with sensitivity and compassion, recognising the importance of supporting people to make informed choices about their future.