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 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. 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 centred of their care and support. Staff and leaders truly engaged people in their care plans. One relative said, “I do think the idea of the butterfly room in the care home is lovely because not everyone can deal with large groups and when [family member] leaves the bungalow, I will get so little private time with [family member].” Another relative said, “The assisted living in the bungalow has been the best thing ever for [family member].”

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. People were provided with information about events taking place in the onsite care home.

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 used the service. 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 relative said, “They [staff] do listen to suggestions and have shown me compassion if I have ever got upset to see [family member] as they are now.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to their own bungalow and also events and dining in the onsite care home. Staff also supported people to access the community and attend social events and appointments.

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. People and relatives had been involved in discussions around end-of-life care. One relative said, “There was an end-of-life conversation, and all the paperwork is on file with them and they have details of [family members] funeral plan.”