Enhanced Elderly Care Service - Wardley Gate Care Centre

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 68 (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 did not always make sure people were at the centre of their care and treatment choices and did not always work in partnership with people to respond to changes in their needs. Staff knew people well and could describe their preferences, histories and relationships. We observed some caring and respectful interactions, and people’s rooms were personalised with meaningful items. However, care planning was inconsistent. Some care plans lacked clear, personalised guidance and relied on generic wording, which did not always translate people’s preferences into practice. We also observed task-focused care and missed opportunities for meaningful engagement, particularly in communal areas. One relative said, “Most days, [People] are wheeled from their rooms to the lounge and situated in long lines in front of the TV.”

Care was not always joined‑up, flexible or supportive of continuity. The service worked with external professionals and had systems to monitor people’s needs. However, care planning and recording were inconsistent, with gaps and conflicting information in some records. This meant staff did not always have clear guidance to support people consistently, and care was not always delivered in a coordinated or timely way, placing people at risk of inconsistent or delayed care. This was reflected in people’s experiences during the assessment. One person told us they had called the service multiple times and, “No one picked up the phone.” Following the assessment, the provider advised that the telephone system had been updated to improve communication and accessibility for relatives and other stakeholders.

The provider supplied appropriate and up-to-date information to people and those important to them. Care records included some guidance about people’s needs and how they preferred to be supported, and systems were in place to share information and gather feedback. This helped people and relatives stay informed about care and support.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Systems were in place to respond to concerns and complaints, which supported people to have their views heard. One person told us, “I know they're busy, but they always make time."

The provider made sure people could access care, support and treatment when they needed it. Staffing and the environment supported access in key areas of the service, and equipment and adaptations were in place to promote mobility and independence. People were supported to receive care in a way that met their needs.

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 adapted support for people with different communication needs and cultural preferences where these were identified.

People were supported to plan for important life changes and future needs. There was evidence of end of life planning, and people’s wishes were recorded and known by staff where these had been discussed. This helped people and those close to them to make informed decisions about future care and support. One relative told us, "Before we left, [Person] said they wished to move in and remain for the rest of their life."