Weald Heights

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 service is dual registered, and this is the first assessment for this service under its new registration. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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.

Leaders and staff took a collaborative approach that focussed on people’s quality of life and outcomes that were evidence based. Comprehensive and highly personalised case studies and life histories were used proactively to support people through their journey in care. We observed and noted numerous examples of how this person centred and holistic approach had achieved notable outcomes in supporting people with dementia with communication, anxieties and wellbeing, with reduction in use of medicines to support anxieties and in supporting people with engagement and meaningful life experiences. One professional said, “They address individual needs with care and compassion.Another professional said of a staff member they worked in partnership with, “When I talk to him about a patient you can tell he has a realholistic knowledge of the person, not just reading from the care plan, he knows the little important subtle stuff too.”

The homes person centred ethos worked very well due to staff’s excellent understanding of the people they supported and cared for. Staff were flexible in their approach and were persistent in seeking answers to challenges to improve care and support. Leadership provided bespoke training in areas such as Dementia and end of life care that, together with a range of assessment tools and best practice models, gave staff the skills to provide person centred care. Partnership working was embedded into the homes approach to make sure that care and treatment met the diverse needs of communities and promoted equity in experiences.

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.

Continuity of people’s care resulted from staff working consistently and meeting their assessed needs. Effective partnership working with external agencies meant that care was delivered effectively, and people’s health care needs were responded to. Care was coordinated and delivered to those most at risk and considered the preferences and protected characteristics of people living at the home. For example, People had opportunities to practice their faith as they wished, church services were held within the home for people to attend.

The provider supplied appropriate, accurate and up-to-date information that could be formatted and tailored to individual needs.

People’s individual needs to have information in an accessible way were identified, recorded, highlighted and shared. The registered manager confirmed that, although they currently had no people who required it, they had the facility and resources to provide adaptions in peoples information such as translation services, adjusted texts to suit, large print, easy read etc.

People's communication levels were assessed. Care plans detailed how people were able to convey their needs, and any support people would need to do so. People’s sensory needs were comprehensively assessed and reviewed.

Information about people that was collected and shared met data protection legislation requirements. Staff received GDPR (General Data Protection Regulation) training. Information is stored securely within the site office in locked cabinets, while electronic information was protected within password protected care systems.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. One person said, “I haven’t had to make one, but I would go to see the Manager or email her.” One relative told us, “There have been a couple of things. I rang, got a response immediately and things were sorted.”

Staff involved people in decisions about their care and told them what had changed as a result. People and their relatives were involved in making decisions about their care and were kept informed of feedback they’d given, and any changes to support. One relative said, “If there are any changes, you just ask, or ring and they will talk to you. They are good like that.”. Another relative said, “We have always been given all the information. Communication is so good here; you don’t have to see any plans.”

Regular and inclusive residents and relatives’ meetings were facilitated to discuss developments at the home and to seek people’s views and opinions. People were encouraged to attend, some people told us they didn’t attend but that staff always listened to their feedback. One person said, “Yes, they have them. I’ve been invited and went. I found it quite interesting. I did make a suggestion, and they changed it.”

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

People were able to access healthcare, treatment and support when they needed it. Staff ensured that timely referrals were made for specialist support, while people could regularly access local health support when they required it.

Physical premises and equipment were accessible. People were given support to overcome barriers to ensure equal access. The home was designed to make them accessible to the people supported there. All rooms were wheelchair accessible, while adaptions had been made throughout to support people living with mobility issues and dementia for example to ensure equality of access.

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.

People’s care, treatment and support promoted equality, removed barriers or delays and protects their rights. People’s care planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences. The registered manager and provider were alert to potential inequality issues.

Staff understood their role in ensuring people's equality and diversity needs were met. Training records showed that there was compliance in completing Equality and Diversity training. The Equality and Diversity policy was detailed and thorough.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Staff were well trained and provided outstanding compassionate support to people in their final days. There was exceptional commitment in helping people and their families or carers to explore and record their wishes about care at the end of their life. One family member said, “I must say that there is a lot of dignity here especially around dying. They are open about this. They keep people’s memories alive.”

Staff maintained a book of remembrance at the home, where colleagues turned the pages daily so that the anniversary of past residents passing can be observed. For those people on end-of-life care, there was a dedicated quiet room where people are provided with Namaste sessions to relax, receive therapy and support with individual activities. The home provided individual bible study and ‘celebration of live’ services for people who had passed. When requested, faith leaders have provided support with prayer at the end of their lives.

Staff understood and met the needs of people and their families. There is exceptional skill and commitment in helping people and their families or carers to explore and record their wishes about care at the end of their life, and to plan how they will be met so that they feel consulted, empowered, listened to, and valued. For example, staff used Namaste, a person-centred therapeutic approach which aims to promote improved quality of life for people in the later stages of dementia, to support one person who lost their mobility and confidence in the final stages of their life. The person had previously lived in the Far East and used meditation exercises as part of their spiritual beliefs, so staff used sensory lighting, meditation and massage to support them compassionately. Staff engaged with family to convert the persons room into a sensory area, and staff shared the exercises they used.

There was excellent partnership working with healthcare, care and support professionals that ensured people experienced a comfortable, dignified and pain-free death. For example, the provider worked with a multi-disciplinary team to provide dietician support, GP input and anticipatory medicines to honour the persons wish not to be admitted to hospital. Advanced plans were consistently consulted to ensure that all the persons wishes were met. The family was supported with accommodation to be close to the person and signposted to bereavement support. The home has a good collaboration between the GPs, and palliative care team to ensures residents symptoms are well managed, and anticipatory medicines were reviewed regularly to ensure that it was available when needed. One relative said, “All the medication is ready here for her if she needs them. She has a DNAR in place. They did it with such dignity.” Another commented “Yes this was discussed with us today, funeral plans and family wishes were discussed. This was very nicely handled.” One professional said, “End of life care seems to be excellent with sensitive management of the families as well.”