The Wells Nursing Home

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 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.

The registered manager was passionate about providing good care for people. They knew people’s needs well and made sure people were at the centre of their care and treatment choices. A pre-admission assessment was completed prior to people coming to live at the home. People and their families were included in the admission process to the home and were asked their views and how they wanted to be supported. People and relatives where appropriate were then involved in the ongoing reviews of their own risks and care plans. This meant people and their relatives were regularly involved in managing the person’s individual risks and ensuring care was provided in line with their preferences.

Care plans were on the providers electronic care system and were detailed and up to date reflecting individual’s needs. We identified 2 care plans which were not in place, which was acted upon immediately and addressed. We discussed with the registered manager the benefits of reviewing everybody’s care plans to ensure all people’s individual specific needs were reflected to guide staff.

People were able to personalise their bedrooms as they chose and have visitors in the home.

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.

There was a timetable of activities which we observed people involved in. The activity lead had worked with people and their families to complete a ‘this is me’ document. This helped staff to know people well.

The home was part of the local community. Local people came to the home to do crafts with people and bring their dogs. They have an open garden event and an annual duck race which the local community enjoy.

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

Staff knew people well and were knowledgeable about their communication needs. We observed staff communicating and interacting with people in a way they understood. This included speaking to them clearly, at their eye level and allowing them time to take in the information and respond at their own speed.

On the first day of our site visit, we identified poor signage around the home. On the second day, the general manager had printed and put up signage to help guide people to communal areas.

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.

People knew how to provide feedback about the home. The registered manager was very visible and knew everybody very well. People interacted positively with the registered manager and spoke positively about her.

Where complaints had been raised the provider had followed their complaints procedure and responded appropriately. We also saw several written compliments. One person told us, “The staff are kind, I couldn’t ask for anything better. I have no complaints. (Registered manager) the manager is approachable.”

People were able to attend coffee mornings to share their views and complete the providers annual feedback survey. The provider shared the findings of surveys with people and relatives and the actions taken. For example, someone wanted more choice for supper. A new cook had been appointed who covered the evening meals and this increased the choices.

The provider had clear information in place for people and for staff on how to raise concerns, including clear complaints and whistle blowing policies.

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it.

People were supported to attend health appointments and care records confirmed referrals to external health professionals were made when required for further assessment and or guidance. However, we discussed that referrals to the tissue viability service sometimes needed to be made more promptly. The registered manager told us they would be working with the nurses to ensure wound care at the home was better managed.

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 was personalised and in line with people’s preferences. People spoke positively about the care staff that supported them and felt involved in planning their care and support. People did not experience discrimination or inequality in how their care was delivered and the support they received.

Equality and diversity training was part of the provider's mandatory training requirements and people were cared for without discrimination and in a way that respected their differences.

People were not always 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.

Improvements were made during the assessment to ensure people had the opportunity to share their wishes for end-of-life care in their care plans.The registered manager and nurses reviewed everybody’s end of life wishes, spoke with people and their relatives to ensure they had captured their wishes.

Where people were nearing the end of their lives, staff had worked with their GP to ensure there were appropriate medicines prescribed and available to manage any pain they might have.

We noted messages of appreciation for the staff from families who had experienced a bereavement at the service. One massage reflected what others also said, “Most importantly you all made my mother (name) feel comfortable and tranquil and unafraid in her last months.”