Woodside Place

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 outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 91 (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.

Care plans and risk assessments were tailored to people’s individual support, health, wellbeing and safety needs. Plans were reviewed regularly in a multidisciplinary way, involving people, relatives, advocates and health professionals. We saw examples of some people taking positive risks.

Every aspect of people’s care was personalised to them and their wishes. For example, we discussed with the chef about how people’s food was prepared when they require it to be liquidised. The chef told us that they had moulds for each food type and would blend each type separately and place them in the mould. They went on to say how one person had expressed they didn’t want their food prepared like that and just wanted it all served together. We observed at lunchtime this choice had been respected.

People were consulted about what was important to them and what goals they wanted to achieve and then worked with the person to create a plan to achieve them. For example, one person had experienced a long period of limited community access prior to moving to Woodside Place. This had affected their confidence, wellbeing and engagement in daily life. When they moved to Woodside Place they expressed a desire for more independence, meaningful activities and engagement with the world beyond their home. Staff supported them to develop a programme to gradually increase their exposure and build their confidence. This has resulted in them now accessing a wide range of community activities and events and about to travel abroad for a holiday. The person has increased their confidence, improved their wellbeing and now enjoyed an active life. When we spoke to the person they told us, “The home is outstanding.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People experienced exceptionally well-coordinated, joined-up care because staff worked proactively with people, families, healthcare professionals and partner organisations to ensure support was seamless, responsive and centred around people's individual needs. Care was planned and delivered in a way that promoted continuity, reduced disruption and achieved positive outcomes for people.

People were supported to set goals and the home worked with the person and healthcare professionals to plan how that goal could be met.

Continuity extended beyond healthcare and support needs. Staff actively worked to preserve relationships that were important to people and ensured relatives remained involved in care wherever possible. Families consistently told us communication was excellent and that they were kept informed about changes, healthcare interventions and review outcomes. One relative told us, “Since moving to the home, I no longer need to worry that they are getting the right care, and I can just be a daughter again.”

Healthcare professionals recognised the quality of the service's partnership working. A professional told us, “Requests for information are responded to promptly, and I have always found the service willing to work collaboratively with professionals involved in residents' care.”

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed prior to them moving to the service and detailed care plans were provided to staff to assist them to communicate with people. These plans took into account people’s preferences as to how they wished to communicate. For example, one person had assistive technology to help them communicate but preferred to communicate using facial expressions and hand movements and we observed staff respecting their wishes.

Information was displayed around the home in a variety of formats to allow people to understand what was happening, what meals were available that day and how to complain if they were unhappy with any aspect of their care.

The home also had a multi-media display in the reception area where people could also see information about upcoming events at the home and being run by the provider.

Where people’s first language was not English, information such as their care plan was translated into their native language to aid understanding.

A person told us about a new project they were undertaking in teaching staff and people sign language to further improve communication at the home. The person had impaired hearing themselves and had used sign language in the past and had suggested it in a meeting and sessions were about to commence.

Families told us communication from the home was consistent and effective. One family member said, “They share information when it needs to be shared, so I don’t get unnecessary calls, but when they call, they always start by telling me how my relative is, which puts me at ease.” They went on to say, “At my relatives last home, I always felt anxious when they didn’t contact me. Now I have faith that they will contact me if required and if I haven’t heard from them, then everything is ok.”

Professionals were equally positive about the communication from the home. One said, “Communication from the home is consistently excellent. Staff and management keep me well informed regarding changes in residents' needs and provide accurate, timely, and detailed information which greatly assists me in carrying out my role." Another said, “The nursing staff attended online MDT's when requested and were able to provide updates and information when asked. I was able to speak with the staff each time I visited to review the health and support needs of the individual. If a significant or urgent health issue occurred, the staff at Woodside Place would inform me of the issue and what they were doing to support the person.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People were consulted about how they wished to be supported and what goals they wanted to achieve. We saw that people were supported to make plans to help them achieve these goals. People spoke with pride to us about their achievements since moving to the home and records showed the support they had been given to make them happen.

The service held regular meetings with the people living there and these were recorded. People told us and the records showed that people were listened to. A “you said, we did” board was on prominent display so people could see that they had been listened to. For example, people had requested more social activities at the weekend and as a result a weekend activities programme had been introduced.

Woodside Place had appointed a person as the home’s ambassador. Their role involved, amongst other tasks, asking people at the home about their view and meeting with ambassadors from other homes run by the provider, to identify and feedback, suggestions and improvements.

People and their relatives were canvassed for their opinions about the home through regular surveys and we saw that the responses were reviewed and any scope for improvements were actioned as a result. For example, a family had fed back around a hoist that their relative used, and an alternative hoist was installed as a result.

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

Relatives told us their family members received care and support, which was accessible, timely, and considered their individual needs. Staff were aware of any reasonable adjustments people needed to engage fully into life at the service and to access community activities. Staff recognised the importance of people not facing barriers to access health and social care services and professionals provided positive feedback about how well staff worked with them.

The home had an accessible kitchen in the communal hub which had worksurfaces and utilities that could be lowered to allow people in wheelchairs to use these facilities.

All areas of the home were accessible and adapted to allow wheelchair users to use them including bathrooms and the garden.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Staff adapted activities, environments and support approaches to make community participation possible. Rather than excluding people because of risk, communication difficulties or cognitive impairment, staff developed individual solutions which enabled people to participate safely and meaningfully. This included adapting activity programmes, providing additional support, reviewing risks and collaborating with families and professionals to maximise opportunities.

The provider demonstrated a proactive and person-centred approach to supporting people's rights, independence and wellbeing. Staff had received training to enable them to support people to express their sexuality and relationship needs in a safe and respectful manner. For example, staff had supported one person to express their sexuality and collaboratively supported them to access specialist equipment which promoted choice, autonomy and quality of life. Comprehensive care planning ensured staff had clear guidance on maintaining the person's dignity, privacy and safety, while providing discreet and appropriate support.

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.
People were consulted about their preferences for their end of life pathway and this was recorded in their plans of care.
Where people did not wish to discuss this, staff respected their decision.
Staff had received training about supporting people during their final days and following a bereavement.