Woodside View

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• 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 the same. 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’s care plans were generally personalised and demonstrated that people, and their relatives were involved in the planning of their care. One relative told us, “I have access to the care plans. It’s regularly updated and they update me when something changes.” Another relative commented, “They will show me the care plan when they do the regular reviews or when any changes are made and will sign off changes with me there.” We identified instances where care plans contained contradicting information as some records were paper-based and some electronically stored. The registered manager told us they were in the process of addressing all affected care plans. They provided us with evidence that this had been addressed prior to the end of our assessment.

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 and their relatives told us staff were flexible and worked in a joined-up way to meet their needs. One relative told us in relation to their loved one’s care, “I feel it’s fully tailored to her needs.” Another relative said, “It’s better than I could’ve imagined.”

Staff told us they had enough time to read people’s care plans and were able to get to know people to ensure there was continuity of care. One member of staff told us, “We always have time to read the care plans. We monitor and tell the nurse if it’s something unusual happening.” This meant that there was continuity in people’s care because staff were able to clearly describe their needs and preferences. The registered manager and deputy manager worked with other health and social care partners to coordinate people’s care in a joined-up, and responsive way.

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

Information, such as the complaints procedure and feedback surveys, was available in various formats and the registered manager told us they were able to provide these if they were required. Whilst the people living in the service at the time of the assessment were able to follow standard formats, the provider understood their responsibilities in relation to the Accessible Information Standard. The Accessible Information Standard sets out how providers and commissioners of NHS and publicly funded adult social care services should ensure disabled people and people with impairments or sensory loss can access and understand information.

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.

The provider sought feedback from people who used the service, their relatives and staff. Whilst there had been no areas of improvement raised in the surveys we reviewed, the provider continued to actively seek out feedback. We discussed with the registered manager how they could improve their staff surveys by making these available electronically as these would then be fully anonymous. They told us they had considered this and would be introducing these.

The provider sought out feedback through a variety of ways. Surveys were available in various formats to ensure people were able to be actively involved. Staff meetings were taking place, and we saw these involved discussions around health and safety, people’s needs and infection control. The provider had a complaints procedure and the registered manager told us they understood their responsibility to record, investigate and share outcomes of complaints.

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

People were supported by staff to ensure they had equal access to care and treatment when needed. The premises and equipment were adapted to be suitable for people’s needs and the provider worked well with partners to provide further support where necessary and to make adjustments to the environment. The registered manager was aware of their responsibilities to be aware of discrimination and inequalities which could have an impact on people accessing care and support.

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.

People and their relatives told us that people lived in an environment that treated them in line with their right to live free from inequalities. The registered manager understood their legal responsibilities in relation to equality and human rights, including discrimination and protected characteristics, and they had an understanding of how reasonable adjustments support equity in experience and outcomes. Staff had completed relevant training. One member of staff told us, “We treat everyone well.”

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.

People had end of life care plans in place which contained their preferences and how they would like to be supported where they wished to discuss this. Relatives told us they were involved in the planning. One relative told us, “It’s above and beyond. [Registered manager] took the time to do all that [and] spoke to us about the funeral plan.”