Welbeck House

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 Good. At this assessment the rating has remained 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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their relatives told us care plans reflected their needs, and they were involved in its development and review. One person told us, “I know I have a care plan, they involve me in it and will tell me when they update it”. We saw the care plans were person centred and gave staff guidance on individual preferences. For example, we saw learning disability support plans in place which gave staff guidance about how people presented, signs of anxiety and how it affected their social interaction and communication. Staff knew people well that lived at Welbeck House and were able to describe their needs to us.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The registered manager told us they had good relationships with other health professionals and worked in partnership to deliver people’s care. Staff confirmed they often worked closely with other professionals such as the General Practitioner. We saw records where staff discussed with professionals what medication and dose suited a person.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The principles of Accessible Information Standards were being met, and the providers policy was appropriate. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. Communication plans were in place that included information on how to communicate effectively with people and people’s preferred communication style. Staff told us they gained consent from people before carrying out any personal care and if they did not understand they would explain again.

People’s communication needs were assessed, and the registered manager explained people often requested care plans in easy‑read formats. The service had produced information in this format as needed.

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.

The provider had effective systems in place to support people to share feedback, ideas, or raise concerns about their care and support. Regular meetings and day‑to‑day conversations were used to encourage people to express their views and be involved in decisions about their care. Staff explained how people were informed of any changes made as a result of their feedback.

Relatives told us they felt well informed about people’s care and were supported to raise any concerns. A clear complaints policy was in place, with information displayed on how to make a complaint. Staff were able to describe the actions they would take if a complaint was raised, demonstrating an understanding of the provider’s complaints process. Where complaints were raised, we saw these were dealt with appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported to access care and support when they needed it and adjustments were made to support people. Staff told us, “The service is accessible to everyone living here. If someone is not well, we will talk to them first and then call GP or the community team.”

The registered manager told us where people required emergency support, the staff would consult with the person and their family. The management team reviewed care regularly to ensure people had access to care and support they needed.

The registered manager told us on 1 occasion a person went into hospital and a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) was automatically applied. They said, “We told the hospital they were stereotyping and had this reviewed.”

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.

Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped them to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. Care plans contained information about how people’s sexual, social, cultural and spiritual needs should be met. Staff focused on ensuring people were treated respectfully and supported people to maintain their independence.

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.

There was no-one receiving end of life care at the time of the inspection. Staff had received training to support people in relation to end of life care. Some people had shared details about their plans for the future. These wishes and arrangements were clearly documented. For example, we saw in 1 person’s care plans where it referenced the person’s last wishes and funeral arrangements.