Wold Haven

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.

Care plans were individualised, regularly reviewed and reflected changing needs, e.g. post‑fall adjustments, or the need for sensor mats. The activities programme was vibrant and adapted to meet people’s current needs. This included music, quizzes, visiting animals, community links, café experience, support with their faith, and one‑to‑one time for those who preferred staying in their rooms. Relatives and people praised the variety and inclusion.

Staff completed daily notes which showed staff were following people’s care plans.

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.

Staff worked closely with people, their relatives and health professionals to co-ordinate their care and support. This ensured timely access to support when people’s needs changed.

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

Management and staff ensured people had access to information they needed in a format they could understand, such as braille and large print if needed.

Information was shared with staff in handovers and via electronic records. Relatives reported being kept up to date and seeing newsletters and participating in surveys. Hospital passports contained essential information for external providers.

A relative told us, “I’m involved in reviews and have seen the care plan; it is tailored to [name of person] specific needs.”

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 were processes in place for people and relatives to provide feedback, including regular surveys and interactions with management and staff.

Policies and procedures were in place to ensure any complaints were investigated and responded to. The registered manager explained the processes in place to deal with any complaints, including recording and investigating them. Lessons learnt were shared in-house and between the providers other locations. Learning was discussed in managers meetings; in-house meetings and any escalations were made to their in-house Health and Safety team and external agencies if needed.

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

The provider had Equality and Diversity policies in place which were used as a point of reference to ensure people were accommodated with reasonable adjustments when needed, such as attending hospital appointments. People's care records demonstrated they had access to the care and support they needed.

A health professional advised us, “Staff go above and beyond for them [people living at the service]. Recent examples include a staff member going to pick clothes and belongings up from a resident’s house for them as they couldn’t get out.” This ensured the person could fully participate in their care and daily life.

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 had equality and diversity training for all staff to regularly complete. One relative told us, “They [person’s name] are treated fairly, there is no discrimination.”

During our conversations with relatives, staff and the registered manager, we did not have any concerns that people were being discriminated against or that they did not have timely access to the care they needed. Care records we reviewed supported the outcomes from our discussions.

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.

At the time of our inspection, the provider was not caring for anyone who required end of life care. Staff had been trained to provide end of life care and could describe to us how they would support people.

One staff member told us how they had previously supported a person at the end stages of their life. They said, “I regularly checked in on [name of person], making sure they were comfortable, including regular repositioning, mouth care to prevent dryness, regular toileting checks, encouraging family visits and ensuring appropriate pain relief management. District Nurses are involved at this point to make sure they are comfortable and not distressed.”

We identified some records did not show how people’s future wishes and plans had been explored. Other records demonstrated advance plans had been explored and recorded for some people. The registered manager took actions to address any omissions during our inspection.