London Homework: Wandsworth

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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.

This is the first assessment for this service. This key question has been rated 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 worked in partnership with them to respond to changes in their needs. Care plans were detailed and personalised, reflecting what mattered to people and how they wanted their care delivered.

People’s preferences, routines and individual circumstances were clearly recorded and understood by staff. Care plans included information about what people could and could not do for themselves, how they liked their care delivered, and what caused them distress if their preferences were not respected. Staff used this information to deliver care in a way that was responsive and meaningful to each person.

People told us they felt listened to and involved in decisions about their care.

The provider worked effectively with other professionals and organisations to make sure people received coordinated and continuous care. There was clear evidence of partnership working with multidisciplinary teams, including GPs, occupational therapists and district nurses.

Records showed timely communication and information sharing to support people’s changing needs. For example, staff shared updates and photographs with district nurses to support wound care and contacted health professionals promptly when concerns were identified. The service also worked with local authorities to request changes to care packages when people needed additional support. This joined-up approach helped ensure people experienced continuity of care and did not have to repeatedly explain their needs when services were involved.

The provider made sure people and those who supported them could access clear and relevant information about their care. Care plans, consent forms and policies were available and detailed, helping people understand what care they received and why.

People were given information in a way that took account of their communication needs. Where people had physical or communication difficulties, care plans included guidance for staff to ensure people were included in discussions and decisions. Staff understood the importance of sharing information clearly and checking people’s understanding. This helped people feel informed and supported to manage their care and treatment.

The provider listened to people’s views and involved them in decisions about their care. People’s wishes and feedback were clearly reflected in their care plans and daily notes of care. This showed staff responded to what people said mattered to them.

People told us staff acted on their requests and responded promptly. One person said, “The manager will call and make sure everything’s going ok. If I have a problem I’ll tell her”. Another said they felt fully in control of their care. This feedback was consistent with care notes that showed adjustments were made to visit lengths and approaches to better suit people’s needs.

The provider encouraged open communication and used feedback to make improvements, supporting a responsive and person-centred service.

The provider made sure people could access care in ways that met their individual circumstances and needs. Assessments considered people’s physical health, communication needs and personal situations to ensure care was accessible and appropriate.

Where people required specific support, such as assistance with mobility, nutrition or communication, this was clearly planned for and delivered. Staff adapted care delivery to ensure people were not disadvantaged by their health conditions or personal circumstances.

This approach helped ensure people had fair access to care that met their needs.

The provider supported people to have fair and positive experiences of care and to achieve outcomes that mattered to them. Care plans included personalised outcomes linked to people’s goals, such as increasing independence or receiving care at a pace that suited them.

Records showed staff worked with health and social care professionals to improve outcomes when people’s needs changed. Adjustments were made to care packages to ensure people received the right level of support.

People told us they felt respected, treated as individuals and supported to achieve the outcomes important to them.

The provider planned with people to respond to changes in their needs and circumstances. Care plans were reviewed and updated when people’s health or

support needs changed, with clear evidence of forward planning to reduce risks and maintain wellbeing.

Staff worked with external professionals to anticipate future needs, such as increased care support or specialist input. This helped ensure care remained responsive and continued to meet people’s needs over time. People were involved in discussions about their care and future planning, supporting continuity and positive outcomes. At the time of our assessment nobody using the service was in receipt of end of life care, but the manager confirmed that this support would be provided if needed.