Walfinch Chiswick, Hammersmith & Kensington

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

The registered manager, management team, and staff were very responsive to people’s needs, and assessed, reviewed, and appropriately adjusted their care plans when required. This included any communication needs. People received excellent, person-centred care, were given choices, well supported to make them, and encouraged to follow their routines, and interests. They were also encouraged and supported to maintain social contact with friends and family to maintain their independence, and minimise social isolation. People were given enough suitable, and accurate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded, investigated, and people provided with outcomes.

This service scored 86 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and their relatives told us they were fully involved in care planning that covered all aspects of the support they needed including their physical, emotional, and social needs. Their care options were fully discussed with them, as part of the assessment process, and it was explained what they could and could not expect from the service. They were informed of any required adjustments to their care plans and their consent was sought. A person told us, “We are in regular contact through phone calls, ‘WhatsApp’ and email. When I cannot respond to an email, they confirm what we spoke about on the phone through email. I always manage to speak to someone.” A relative said, “We are fully involved, and regular reviews take place to make sure we are all on the same page.”

The management team explained that person centred care and treating people as individuals was at the centre of everything they do. The person centred nature of the care provided was reflected in the comprehensive information contained in people’s care plans.

This was constantly added to, so that the most up to date information was available. Much of this information was relayed by staff, and was therefore in real time. A member of staff said, “The service is very person centred. Whatever requirements the clients [people using service] need we make sure that they are given, and the only way we can achieve this is by listening to them.”

People said that staff worked very well together, turning up on time, staying for the agreed duration to meet their needs, staying over the allotted time to complete tasks if taking longer than usual or the person is in distress, and letting people know if they were going to be late. A person told us, “We have lead carers, that [person using the service] knows, and if one is unable to attend, one of the others takes their place. They let us know the day before at the latest.”

The registered manager explained that continuity in people’s care and treatment was made possible by flexible staff who work in a joined-up way. This included not only internal working, but also with external healthcare professionals. This was achieved by high quality, co-ordinated, information sharing which enabled people to receive the care and treatment they needed in a responsive, timely way.

The service and healthcare professionals delivering and co-ordinating services worked together considering the needs and preferences of different people, and positive outcomes for them. This included people with protected characteristics under the Equality Act and those at most risk of a poorer experience of care. A healthcare professional said, “This agency makes a big difference to people, and the service they receive in a very short time.”

There were processes that provided smooth information sharing, and enabled people to receive the care and support they required in a co-ordinated, flexible way that understood the diverse health and social care needs of the local community.

People and their relatives told us that they were provided with information about their care needs, and how they would be met. Staff also kept them informed of services within the local community that fell outside the remit of the service, particularly combating social isolation regarding people with dementia. This was by enabling them to attend a dementia café. People were also supported to contact other organisations within the community such as Age Concern, and various local authority departments to answer any queries, or concerns they may have, such as access to free travel, and other benefits for which they may qualify. They were also able to access their health and care records easily, in real time. A person said, “Always kept up to date with what is going on.” The impact of this for people was that they were enabled to take part in, and become part of their local community, reducing the danger of social isolation.

The registered manager and staff confirmed that people, their family, and carers received accurate, up to date advice, and information that was provided in a way that they could understand, and met their communication needs. The information was accessible, safe, secure, and supported their rights and choices. The information was tailored to people’s individual needs including making reasonable adjustments for disabled people, interpreting and translation for people who did not speak English as a first language, and providing accessible information for those who had difficulty with reading, writing, or using digital services. An example of this was encouraging people with dementia, to participate in the dementia café within the community. This reduced their social isolation, and improved their quality of life.

The management team explained that person centred care and treating people as individuals was at the heart of everything they and staff do. The person centred nature of the care provided was reflected in the comprehensive, well documented information contained in people’s care plans.

The provider processes monitored if people received person centred care by regular phone contact with them, spot and welfare check visits, and staff supervision sessions. This information was regularly reviewed, and changes made to the care provided to make a positive impact on people, and their lives.

People told us they had access to the care and support they needed, when required. They felt treated fairly, equally, and able to give their opinions. A person said, “Staff, and the management team really listen, and act.”

The registered manager, and staff told us treating people fairly, equally, and empowering them to give their views, and understand their rights was paramount to the organisation’s vision and values. Their experiences regarding discrimination were listened to, and used to ensure their needs were met and they received the support they needed in a way they wanted.

There were processes and systems to protect people regarding their care, treatment, and support in promoting equality, removing barriers, protecting their rights, and making them feel their experiences of discrimination and inequality were listened to and acted on to improve their and other people’s care.

People and their relatives said the service explained their rights to be treated equally, fairly, receive the care and support they needed, and they understood them. Relatives said staff were very responsive to people’s needs. Staff engaged, and supported people so that they were included, and had the same opportunities as others to receive the care and support of their choice.

The management team explained that treating people fairly, equally, and empowering them to give their views, and understand their rights was the cornerstone of the organisation’s vision and values. People’s experiences regarding discrimination were listened to, and used to ensure their needs were met and they received the support they needed in the way they wished.

The provider systems and processes protected people regarding their care, treatment, and support. This was by promoting equality, removing barriers, protecting their rights, and making them feel their experiences of discrimination, and inequality were listened to and acted upon to improve their and other people’s care.

People and their relatives did not comment on future planning. They did say staff supported them to make decisions, and encouraged them to remain as independent as possible. This was by staff supporting them to make informed choices about their care and plan their future care while they had the capacity to do so. This was to enable them to maintain the best possible quality of life.

The registered manager, management team, and staff were passionate about the care and support they provided for people, which included supporting them with future plans, including how to reduce the possibility of social isolation. A staff member said, “We are always looking for ways to improve people’s quality of life.”

People’s care records contained current information about the support they needed to live as independently as possible, recording their wishes in relation to how their social, cultural, and spiritual needs were to be met. Their decisions, and what matters to them were identified, and delivered through personalised care plans that were shared with others who may need to be informed. This was also the basis for meeting people’s current care and support needs, identifying changes to them, planning how to meet those changes, and to promote their independence.