Wisdom Support Services Ltd

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 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.

Staff made sure people were at the centre of their care and treatment choices and they decided, in partnership with people and their relatives, how to respond to any relevant changes in their needs. People’s care plans were person centred and overall reflected their individual preferences, life histories and wishes. Staff worked effectively with health and social care professionals to ensure people received care and treatment that met their needs and wishes when required.

When we spoke to the staff about the people they supported, they demonstrated that they knew people well and what their care and support needs were. When they described people’s support needs, these were accurate and reflected the information contained within care plans.

Records demonstrated people and their relatives, had been adequately involved in creating or reviewing their care plans and risk mitigation plans, incorporating all that was important to them.

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 service provided care that was coordinated, flexible, and responsive to people’s assessed needs. The provider worked with health professionals to ensure peoples assessed needs were met. However, outcomes from appointments with health and social care professionals were not consistently obtained or maintained within people’s care records

People received continuity of care. Relatives we spoke with told us their family members had support from a consistent group of staff. One relative told us, they were very happy that one of the staff members supporting their family member, knew their exact needs and how to communicate with them effectively.

People’s communication needs were met, and they had the information they needed.

The provider supplied accurate and appropriate information in formats tailored to each individual’s needs. People’s communication requirements were assessed, and their preferences were documented in their care plans, which staff followed. We observed a staff member effectively using Makaton to communicate with a person. Makaton is a language that uses signs, symbols, and speech to support communication.

The provider listened to and involved people. The provider told us they had not received any complaints. We saw there was a complaints log in place, as well as a complaints policy and procedure in place for receiving, handling and responding to comments and complaints. Relatives we spoke with told us they knew how to make a complaint, felt listened to and were confident if they needed to raise a complaint, it would be handled appropriately.

The provider operated an open-door policy which meant relatives could contact them at any time if needed.

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

Staff supported people to attend appointments when required. Hospital passports were used to help support people to receive any support they need if they were admitted to hospital.

The provider effectively supported people with disabilities, communication needs, or other protected characteristics. Reasonable adjustments were made, such as offering easy-read materials to help ensure that care was inclusive and equitable.

The provider 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 told us they treated everyone with respect and kindness regardless of their race, religion, gender and sexual orientation.

Staff received equality and diversity training to give them an understanding of the context in which they worked. There was an equality diversity policy in place to provide further guidance, including reference to protected characteristics in the Equality Act 2010. All the care plans we looked at provided the opportunity for people to share what was important to them if they chose to.

The provider was not supporting anyone with end-of-life care. Staff supported people to plan objectives and try new things. Relatives told us they were happy with the support provided and were involved in discussions about their relative’s care.