Weald Hall Residential Home

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 inspection we rated this key question requires improvement. At this inspection the rating has changed to 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 service 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 need. Care plans and risk assessments were regularly reviewed with people to ensure they remained relevant to their preferences and wishes for care. Where adjustments to people's care were needed, the manager took prompt action. For example, making sure people had the correct equipment to support their needs, such as adjustable beds, wheelchairs and hoists. A relative told us, "Staff noticed something was wrong with my family member before I did. They acted immediately and arranged medical help. I was very impressed by how quickly they recognised there was a problem and responded to it."

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. Healthcare professionals told us the service worked cohesively with them to meet people’s needs. The management team worked with commissioners and other stakeholders to ensure people received continuity of care whilst living at the service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and understood by staff, so that information could be shared effectively with them. Care plans were tailored to meet people’s individual communication needs and staff were provided with the tools they needed to communicate effectively.
The service also produced regular monthly newsletters for relatives, which included updates about events and activities within the home, along with photographs of people taking part. This helped to keep relatives informed and involved in people's lives and experiences at the service.
 

The service 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. Feedback from people was also gained through surveys and reviews of their care needs and preferences. The service held regular resident meetings, and we reviewed meeting minutes which showed people were encouraged to share their views and discuss matters relating to the service.
The service had received complaints; however, these had been thoroughly investigated and responded to appropriately. People told us they were confident that if they raised concerns or made a complaint, they would be listened to.
 

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their mobility, communication and health needs.

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. The manager and staff supported people to have equity in access to care to promote positive outcomes for them.

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 ‘do not attempt cardiopulmonary resuscitation (DNACPR) orders in place and their care plans informed staff or other professionals where it was kept in the event of a medical emergency. Care plans were detailed and personalised to reflect how people wished to be supported at the end of their lives. Relatives’ views had been taken into account, and their wishes were also recorded.