Waterfield House

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 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.

People’s care plans reflected people’s individual needs and demonstrated people had been involved in writing them. They were person centred and included people’s preferences and unique psychological, social and cultural needs. They also contained information on behaviours people may exhibit if their care needs were changing for example, what to look for if a person developed a Urinary Tract Infection (UTI).

Staff responded to people’s needs in the moment and acted to minimise discomfort and provide reassurance. For example, we observed a person walking about who appeared to be looking for something. A member of staff suggested the person collect an item from the lounge, this gave them a sense of purpose and they was then less fretful.

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 told us they received support from a variety of outside agencies. A person said, “The district nurses do my legs, GP comes, see chiropodist every month.”

Staff worked with other professionals to make sure people’s needs were met and made timely referrals where needed. For example, people were supported to access health and social care professionals such as the GP, community mental health teams, specialist nurses and social workers.

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

We observed staff adapting their communication to people’s needs. When people moved into the service, they received a welcome pack which gave them information about the service and sought feedback about their communication needs.

Information regarding activities taking place in the service and actions the service had taken in response to requests was displayed in the service. This showed that people’s feedback was respected, valued and used to develop the service.

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 told us they were involved in their care planning. A relative said, “Recently done [family member’s] care plan (end of January beginning February) since then things have looked up and staff are more aware [family member] needs help with toilet more often.”

People and relatives received a variety of opportunities to share their experience of the service such as via regular meetings and satisfaction surveys. Feedback received was analysed and an action plan developed to confirm how improvements would be made.

Where complaints had been received, we saw examples of actions taken by the provider to investigate and how the complainant was responded to.

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

Reasonable adjustments had been made to ensure people were enabled to have access to all parts of the service. For example, there was good use of signage to support people to orientate around the service. The environment was spacious and free from hazards to support people with mobility needs and people living with dementia who walked with purpose to do so easily.

The management team supported people to access services, including health care and assessments, to ensure they received the care and support they needed.

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 were able to access care and support that met their individual care and treatment needs, routines and preferences. Staff had access to information about people’s unique histories and the things that were important to them, so they knew how to engage people even when verbal communication was difficult.

Sensory activities and reminiscence were used to provide activities for people who required this. Individual musical play lists had been created by staff for people living with dementia and were played by staff when providing personal care. This supported staff to engage with people whilst providing care and 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.

Where people were willing to discuss their advanced wishes regarding receiving treatment if their health deteriorated recorded these had been recorded. Where people did not wish to discuss this their wishes had been respected.