Woodham Grange

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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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 ethos of the organisation promoted a person-centred culture where people were at the heart of the service and staff were committed to ensuring they received the very best possible support in a caring and nurturing environment. Staff were proud of their caring approach towards people and believed strongly in the values of the service. Staff thought flexibly to meet people’s aspirations around independence whilst managing their potential anxieties. Examples included, around relationships and trying new experiences in the community.

Staff at the service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported to move into the service. There was strong communication and liaison with other agencies involved in providing support to a person, to ensure there was joined up and seamless care. A relative told us, “I was very concerned about the move, to Woodham Grange, but Woodham Grange staff were excellent. The manager invited me over to see the home. When [Name] arrived, staff arranged for me and [Name] to meet on Zoom and [Name] looked relaxed.”

The provider did not always develop information in formats that were tailored to individual needs. People had different communication methods and some needed intensive support to help them understand their day to day lives and how they could be spending their time. Information was not always advertised in an accessible format to keep people involved in decision making. For example, using symbols, pictures and social stories to help support people with this.

Communication care plans were in place. However, we discussed including about how people liked to spend their time, with the use of pictures to detail how best to support people in these areas.

Menus, menu planners and activities were not advertised or available in an easy-read accessible document with pictures to help people make choices about what to eat or activities available. The registered manager told us this would be addressed.

The provider enabled people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People were encouraged and supported to get involved in the running of the service. Regular meetings took place with people to get their feedback about activities and the running of the home. This included where people may not communicate well verbally. People were offered choices and were listened to. Regular meetings took place with people and their representative to discuss their care and support needs which also included discussion about their future plans and aspirations. Relatives were also involved in discussions about their family members care plans and risk assessments. A relative commented, “I have no complaints about the running of the home.”

Staff ensured people could access the care, support and treatment they needed when they needed it. People's care records showed they had access to care and support, and referrals were made for treatment promptly. Care records included information around people's sensory and communication needs. Staff advocated for people or secured advocates for them to ensure they received the treatment they needed. A relative commented, “The local GP attends the home for check-ups, so if [Name] is not well, they don't have to go out."

An on-call system was in place to provide advice and support to people and staff if needed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People received their care and support from a service which was flexible and able to respond to individual requests and changes. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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. Care plans that were in place contained people’s plans for the future. Information was available about people's religion and cultural preferences if this support was required.