Winchcombe 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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this [newly registered 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.

Care plans included people’s life histories, preferences, communication needs and daily routines. Staff reviewed plans when needs changed and involved people and relatives where appropriate. One relative said, “We have been very involved in our relative’s care. Our opinion is always sought and acted upon if necessary.” Staff adapted meals, activities and personal care to individual needs. This meant people received support that reflected what mattered to them rather than a standard approach.

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 flexibly with external teams to maintain continuity when people’s needs changed. Staff made timely referrals, followed advice and arranged equipment when required. When a specialist mattress was delayed, the provider sourced an alternative. The provider maintained links with a nearby sister home for contingency arrangements. Relatives said staff communicated effectively and kept them updated.

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

The provider used different methods to share information, including verbal explanations, picture cards, tablets, signage, family emails and video calls. Signs used large print and pictures to help people understand rooms and facilities. Staff shared changes through handovers and with relatives. One relative said when their family member moved in, everything, including the complaints process, was explained. This meant people and relatives could access information in ways that suited the m.

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 and relatives could share views through care reviews, resident and relative meetings, surveys and direct contact with managers. Complaints were logged, investigated and responded to. Relatives said concerns were acted on promptly and they felt comfortable raising issues. One relative said, “If I ask, they respond. What more do I want?” The manager also contacted families regularly through the resident-of-the-day process. This meant feedback was welcomed and used to inform care and improvements.

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

The provider made adjustments so people could access care, activities and communication. The building and garden were wheelchair accessible, staff arranged transport through the provider’s minibus and people were supported to access the GP, nursing and therapy support. Picture cards, tablets and sign language were used where people had communication needs. Activities were also taken to people who were unable to leave their rooms. This meant people were supported to access care and meaningful activity despite mobility, health or co mmunication barriers.

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 considered people’s cultural, religious, dietary, communication and identity needs. Staff adjusted meals for religious and dietary preferences.

Staff received equality, diversity and inclusion training to help them understand, recognise and prevent discrimination and unequal treatment. Staff demonstrated a good understanding of the barriers people may experience and how these could be overcome through personalised approaches to care and support. For example, staff understood the importance of not only recording people's communication needs but also adapting their communication styles and methods to suit each individual. During our inspection, we observed staff tailoring their interactions and responses to meet people's specific needs, helping to promote inclusion, choice and meaningful engagement.

The provider had an equality and diversity policy in place, and senior staff demonstrated a good understanding of the Equality Act 2010 and the protected characteristics it outlines. This helped to ensure people were treated fairly, with dignity and respect, and were supported in a way that recognised and valued their individuality. reword please

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.

The provider supported people and relatives to discuss future care, including end-of-life wishes. Records included decisions around whether people wanted to be resuscitated and detailed information about how people wished to spend the last days of their lives. The provider worked with community nursing teams when people required palliative support. One relative described the end-of-life care provided to a family member as excellent and said the family felt cared for by the provider. Staff also received training to recognise deterioration. This meant changes could be identified earl y and people’s future wishes could inform care.