Wilkinson 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

Care plans had good detail and clear actions for staff to follow to support people. People felt staff and managers listened to them and acted on any concerns they may have. People felt more activities would be helpful, along with better access to the community, to develop personal skills and improve their wellbeing.

This service scored 71 (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 were comprehensive and contained good detail about their needs and how staff should support people to achieve the best outcomes. People told us they were able to make choices about their care, as appropriate. Staff had a good knowledge of people as individuals and how to support them on a daily basis. A staff member told us, “The residents are the biggest motivation. It’s rewarding to know the work we do makes a real difference in their lives.”

Professionals said care at the service had improved over recent years and that managers and staff strove to make care person centred and individual. A professional told us, “They clearly have a good knowledge of progress over time and seem to care and be interested in people making progress. “

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’s care plans contained detailed information about their health needs and plans followed health professional advice. The service worked in partnership with a range of services. Staff had a good understanding of people’s individual health conditions and how these effected their day to day lives.

Professionals said the service worked with them to support people. However, they said that lack of transport was sometimes an issue and meant that people occasionally were late or missed important health appointments. Professionals felt this was a shared responsibility between the service and the commissioning local authority and should be reviewed.

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

People told us staff kept them up to date with information and they were able to seek advice, and support from the registered manager or the deputy manager. Care plans contained information about people’s communication needs and how staff should support people to best connect with them and explore needs. Care plans were very detailed and highly word based, so it was not always clear how this information was actively broken down for people when reviewing care.

Information regarding important matters, such as how to respond during a fire or other emergency were on display through pictorial posters and information sheets.

People had been asked to complete simple questionnaires about their experience at the home and how things could be improved.

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 told us they were able to express their views to staff and managers, and they would be listened to. People had been asked to complete questionnaires about the service and how they would wish it to develop. There was evidence that some of these ideas had been put into practice, and suggestions for visits or trips out mirrored those recorded as activities. There was evidence of people being actively involved in activities at the home, with photographs of events available. One person told us staff were helping them contact a local organisation so they could actively support the annual Poppy Appeal.

We witnessed staff trying to actively engage with people and support them to take part in activities around the home.

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it.

People, relatives and professionals all raised concerns about the difficulties experienced with transport from the home to both outside events and health appointments. One professional contacted us and told us, “People aren't always on time for their depot (medicine), and they have to reschedule their appointments” and “Sometimes people turn up early for their depot and sometimes it is done late. “

The registered manager acknowledged that having sufficient staff who can drive remains an ongoing issue for the service. They said they continue to try and recruit staff who can drive, but this proves quite difficult. Professionals suggested better use of virtual appointments may help people to keep in contact with outside health and social services, although this would not address the issues around medicines.

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 registered manager understood that the people supported by the service were at risk of inequality in care and support and were in danger of not receiving appropriate services. The registered manager advocated strongly for people’s rights, both within the health and social care system, but also in the wider community.

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.

Care plans contained information in relation to people’s future wishes and goals. People spoke about there aims to move into more independent living, or back to stay within their own local communities. People spoke about their wishes for the future, whether this was moving into different accommodation or engaging in more training and development opportunities. Two relatives spoke about how people living at the service were working towards living more independently and how the service was supporting this.

People had been asked if they wish to make plans for end-of-life provision, but most had not considered the matter at the time.