Woodlands Care 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 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 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 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 received highly personalised care that was responsive to their individual needs, preferences, and communication styles. Care planning was co-produced with each person, ensuring their views were fully represented and that support reflected their unique personalities and goals. Throughout the assessment we found staff were very respectful of people’s home and belongings. Their approach to carrying out person centred care, showed they were dedicated and keen to ensure people were at the centre of their care and support. Staff and leaders truly engaged people in their care plans. A member of the management team said, “Each care plan will highlight communication and decision making. These domains will inform the care staff on how the resident will communicate and if there are any specific requirements like a white board/ show cards for non-verbal or body language and simple explanations for those residents who have dementia and may find word association difficult. Some residents may express themselves with noise or screaming this is why the care plan is important as it will help carers recognise individual’s needs.” We saw staff respected people’s private space by knocking on doors and waiting for a response prior to entering. Staff spoke with people discreetly, to ensure confidentiality was maintained. People’s rooms were personalised and arranged to their liking. One person had recently moved into the home and had moved in with their dog. People were also supported to bring in their own furniture and make their space as homely as possible. Care plans clearly documented involvement from people and their relatives. For example, 1 care plan clearly recorded the discussions held between staff, people and relatives, who were given opportunity to read through the plan and make amendments in line with people’s best interests and preferences. One relative said, “Some of the staff know [family member] so well, they can actually sense what [family member] needs without being told.”

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. People told us staff knew them well and understood their needs. People were assisted to access other professionals as required. Information received as recommendations from other professionals was documented and care plans showed people were supported in line with advice given.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and visitors to the home had access to information which was available in different formats. In the reception area we saw information readily available such as the services statement of purpose, key worker information, service user guide, information about safeguarding and advocacy. The menu was clearly displayed throughout the service. Feedback from people and relatives based on recent quality surveys, were displayed in a ’you said, we did,’ format and available in the reception area. People had access to a service user guide which gave them information about the home and what standards to expect.

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 a complaints procedure, which was available to people who lived and visited the home. We also saw several thank you cards had been received thanking staff for the care and support they had delivered. The provider had systems in place to seek the views of people, relatives, and visiting professionals. The registered manager told us any areas identified as needing improvement would be discussed with staff, relatives and people, to agree any actions which may need to be addressed. One visiting professional said, “I have witnessed the staff having 'meetings' with the residents together asking them what they enjoy and would like to do.”

 

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home was easily accessible and welcoming. People had access to outside space which was inviting. The provider was in the process of refurbishing the home and had completed work on the ground floor. Signage in this area of the home could be improved to help people navigate around the home. We raised this with the management team who informed us of the recent refurbishments and were in the process of obtaining new signage. Staff supported people to access health and social support they required.

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 service promoted fairness, inclusion, and respect in every aspect of its care delivery. People were treated equally and supported to live meaningful, fulfilling lives. People’s human rights were protected and the provider had procedures in place regarding equality and diversity. People were supported to achieve their goals and enjoy positive outcomes. Staff and leaders constantly met people’s needs based on their individual preferences, enhancing their quality of life and well-being.

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 were in place regarding end-of-life care and included information about people’s preferences. One relative said, “We lost [family member] last year after their health declined suddenly and the home were absolutely brilliant with everything. They couldn’t do enough for the whole family. The manager even allowed the hearse to drive up to the home on its way to the funeral and all the staff were lined up to pay their respects. I was so touched by it. They [staff] really did love [family member]. Another family member lives at the home] and staff are always very respectful.” One visiting professional said, “The staff do a guard of honour when someone passes and leaves the premises. This is so respectful and demonstrates their [staff] compassion.”