Walmer Care Centre

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 as good. At this assessment the rating has remained as good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 was exceptional at making 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.

Staff supported people to receive care and support that was truly personalised and aimed to ensure people had an exceptional quality of life. A staff member said, “Everyone goes above and beyond to ensure that our residents feel safe, valued, comfortable and cared for. Most of the staff don't simply see this as a job. They build meaningful relationships with the residents and treat them with the same kindness, patience and respect that they would want for their own family.”

The service used a ‘wishing tree’ for people to share their dreams and staff proudly supported them to achieve these. For example, a person had told staff they really wanted to marry the love of their life. The home organised for the couple to re-new their wedding vows in church. Pictures show the couple extremely happy with their dream come true and the whole home was involved in preparing and celebrating with the couple. For example, the activities staff supported people to make fascinator hats to attend the wedding.

Another person told staff they dreamed of having a birthday disco celebration. Staff organised a disco in the home for the person, they brought in a DJ and disco lights. Pictures showed the whole home having a magnificent time, dancing at the party. The person’s relative reported, ‘We have never felt so reassured, and it’s been lovely to see [person’s name] so happy. On [person’s] birthday the home organised a disco.’

The registered manager told us they had recently supported a person who dreamed of having a boat moored in a particular area. They arranged a boat trip in that area and reported the person cried tears of joy, as did their family. The person’s relative fed back, ‘It was so lovely to see photos of [loved one] on [their] day trip…[they] looked so happy, [Location] is a place they have many fond memories.’

Activities and events linked to people’s life histories. For example, a relative told us, “[person’s name] loves the tiny tots that come every Friday. [It links in with] the past.” The relative went on to say, “The way it is here has brought back some of who [person] was.” A staff member said, “We really try to know our residents well so we can provide true person-centred comfort distractions and offer a home full of things they personally love to do.”

People’s experience, and relative’s comments demonstrated high praise for staff that had excellent understanding of people because staff genuinely spent time with people getting to know and continuing to know them. This meant staff knew what was important to people and exactly how to support people to fully meet their holistic needs. A relative compliment read, ‘Your dedication, patience and encouragement have helped [person’s name] regain [their] strength and independence, making it possible for [them] to return to [their] own home. We are grateful for the compassion, dignity and respect which you treated [person]. Knowing [person] was safe in your care brought comfort to our family and the difference you made in [their] life is truly appreciated.’ Another relative told us, “Staff took the time to get to know [person’s name], learn about [their] family and what was important to [them] to help reassure [them]. The staff have built a good relationship with [person’s name] and are good at distracting and diverting [them] when [they] become unsettled. Before [person’s name] went into the home [their] eating was very poor, since being there [their] eating habits have improved… and they have helped [person’s name] maintain [their] identity."

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.