Walsingham Support - Langdon Park

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 inadequate. At this assessment the rating has changed to 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.

At the last inspection we found people were not supported to develop their daily living skills or to participate in many activities and their communication needs were not always met. This was a breach of regulation 9 of the Health and Social Care Act 2028. Person centred care. At this inspection we found improvements had been made and the provider was no longer in breach of regulation 9.

At this inspection we found people were supported to develop their activities for daily living. One person told us, “I cook on a Tuesday. I have cooked a stir fry and lasagne and a leak and mushroom pie. Staff help me. I am getting good.” Another person told us, “I don’t do the cooking. I lay the table. It’s an important job. Sometimes staff help me to mop.” People were supported with skills teaching programmes to develop their abilities around tasks such as cooking, cleaning, laundry and personal care.

People were supported to engage in a range of activities in the home and community. One person told us, “I do the things I want.” A member of staff said, “Activities are different for different people. It depends what they want to do.” Activities included bowling, dancing, bingo, lunch out, and going to the cinema. A member of staff told us, “Baking is popular. We have the piano and a few people have a go.” Another member of staff said, “A singer comes in and we have karaoke. We all love to sing at our karaoke.” People were supported to go on day trips to places such as Brighton, and on holiday to destinations such as France and Spain. An activities planner was on display in the lounge. It was personalised, up to date and pictorial. This enabled people to make choices.

Staff supported people’s communication needs. One relative told us, “I think staff do meet the communication needs of residents. Another relative told us, “They appear to communicate effectively.” People’s communication needs were assessed and staff supported them in line with guidance. One person had specific communication needs for which staff had received specific training and were scheduled to receive more. We will be checking to confirm that staff are using the specific techniques when supporting this person.

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 were supported to access the health and social care resources they required. Staff supported people with referrals to healthcare professionals and ensured they attended appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider made easy to read, large print and pictorial information available to people. This included information related to the care and support. For example, a pictorial menu enabled people to make informed choices about what they ate, and a pictorial activity planner promoted people’s choice in what they did. In the reception area of the service a noticeboard had photographs of the staff on shift to inform people who would be available to meet their needs that day.

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.

People felt comfortable talking to staff and sharing their views. One person told us, “The staff are friendly, and I talk to them about all kinds of things.” People were supported to share their views individually with their keyworker, collectively in resident’s meetings and at provider level through a ‘people’s parliament’. The people’s parliament is a self-advocacy group run by the provider. It enables people to gather and share views across services.

The provider had a complaints process which people and their relatives could use if they were dissatisfied with care and support. The provider’s complaints policy was up-to-date and complaints were addressed in line with it.

Staff supported people to maintain the relationships that were important to them. Visitors were made to feel welcome at the service and staff enabled people to use the phone to keep in contact with family and friends. One person told us, “Staff make calls for me.”

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

The provider ensured that people had access to the support they required. Timely referrals were made to health and social care professionals and staff liaised with social and faith organisations to meet people’s needs.

People were supported by allocated keyworkers. Keyworkers are members of staff with specific responsibilities for individual people. These include planning activities and appointments, liaising with relatives, gathering people’s views, shopping and personalising bedrooms. This meant people had an equal access to dedicated staff time to plan and meet their needs and preferences.

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 provided people with person centred care. Care records reflected people’s individual choices and preferences. This meant that people were supported to achieve outcomes unique to their individual needs.

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 supported to plan for their futures. People had person centred plans in place which detailed their preferences and goals. People and their relatives participated in these assessments.

None of the people living at the service were identified as requiring end of life care. However, the provider was confident that people would continue to be supported in line with their preferences should their needs change. Referrals to healthcare professionals would support this, enabling people to live the lives they chose.