Willowbeck Health Care 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.

We last reviewed this key question in April 2019 where we rated it 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 we viewed during the assessment were detailed and explained how people wanted to be supported and how staff should meet their needs. People’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act.

Observations during the assessment, showed care provided was person centred and in line with people’s choices and preferences. Staff were able to answer questions about people’s support and aspects of their care, which demonstrated their understanding of the people they supported.
 

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.

Systems and processes supported the appropriate sharing of information between stakeholders involved in people’s care.

Care plans contained clear information about people’s needs and preferences and staff used these to provide appropriate care for each person.

Records confirmed that relevant health and care professionals were contacted when people needed to see them. One person told us, “Been to the dentist.” Another said, “They got the doctor for me.”
 

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

Information was available in different formats to meet people’s accessible information needs.

People were supported by staff who understood their communication needs. Within each person’s care file was a communication care plan, which detailed people’s ability to communicate and understand others, and provided guidance for staff on how best to communicate with each person. Where people required or used aids, for example specialised equipment this information was also included. We saw a range of different equipment in use across the service for people including devices to aid communication. One person used eye gaze technology to communicate. We also saw a large interactive tablet in use in the activities area which was being used to good effect to increase communication opportunities for someone whose first language wasn’t English.
 

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.

We saw examples of how people’s views and opinions were sought. Regular resident meetings were held, and people were encouraged to be ambassadors for the home and for the region.

The provider produced and circulated newsletters which reported on key things, including activities and events which people had undertaken.

The provider monitored both complaints and compliments received and shared key information with staff.
 

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

The service made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access services in a timely way. Records showed people were supported with healthcare appointments both in the home and in the community.

Staff were responsive to people and ensured they received care and support in line with their preferences and needs. People were treated fairly and equitably.
 

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.

Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers, or delays and protected people’s rights.

The provider completed regular care reviews to ensure people’s care continued to meet their needs and new goals could be set.

The provider had policies, training and systems in place to encourage people and staff to speak up about equality. The provider had an equality and diversity policy which promoted equal opportunities for all. There was a whistleblowing policy in place encouraging people and staff to speak up. Staff completed equality and diversity training.
 

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 saw people were supported to plan for the future including for end of life. This was detailed in their care plans with involvement of the person and their family where appropriate.

Where people were undergoing rehabilitation neurological assessments were completed prior to a person moving in and regular reviews completed. Detailed care plans were in place regarding future wishes, with goal steps in place to achieve outcomes agreed. We saw evidence of how the physiotherapy team and staff at Willowbeck supported people to increase their independence including discharge back into the community.