Whiteheart Health Care Wiltshire

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.

This is the first assessment for this service. This key question has been rated 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 relatives told us they were happy with the service they received, which met their specific needs. Comments included, “It’s person-centred care and they treat him well.” People said they had been involved in planning the care they needed. Staff said the service was focused on meeting people’s specific needs, to help them maintain their independence.

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 provider worked with other services, to ensure people received continuity of care. Details of this support was recorded in people’s care records. Feedback from professional partners was positive about the way the service supported people’s choice and maintained continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they received all the information they needed from the provider, in formats which were accessible to them. People’s communication needs had been assessed and any specific communication needs set out in their care plan.

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 and shared information with people about how to raise any concerns they had. People told us they knew how to make a complaint and were confident any issues would be investigated. The registered manager had a record of complaints that had been raised, which demonstrated they had been investigated and action taken to address the concern.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Assessments, covering the accessibility of people’s home and whether any adaptations or equipment were needed, had been completed. The provider had worked with other services where needed to ensure people’s needs were met, for example occupational therapists. Assessments were reviewed and updated where needed.

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 provider worked closely with other services to identify barriers people faced and what was needed to overcome them. Staff had been supported to complete equality and diversity training.

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. Staff were aware of people’s wishes for the future, for example whether people wanted to go to hospital for further treatment or whether they had a do not attempt resuscitation plan in place. This information was recorded in people’s care plans. Staff said they had completed end of life training.