Wentworth Close

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• 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.

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 relatives told us they were kept informed about changes to people’s needs and involved in decisions about their care and support.Whilst we were at the service a relative rang to get an update on a day trip their loved one had the previous day. Staff gave very detailed feedback on the trip and promised to send photos of the day out.

We observed that staff were flexible and adaptable to people’s changing needs to ensure the care they provided was always person centred. One person sometimes had days where they were not well enough to follow the planned activities. Staff told us they tried to book activities that enabled a change of date, so they were able to adapt to the person’s changing needs. Daily records provided detailed information about each person’s day.

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.

Staff understood the importance of working closely with a wide range of professionals to ensure people’s care needs were met. This included access to doctors, nurses, SaLT team, epilepsy specialists, Parkinson’s specialist etc. Staff understood the needs of autistic people and people with a learning disability and worked to ensure typical barriers faced by people were removed or mitigated against. One professional told us that training offered had not been taken up but when we advised the manager, they told us they had not received the message, and they were very happy to receive the training details. It was confirmed subsequently that this had been followed up by the manager.

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

Staff understood people’s communication styles and information was available in a variety of formats including easy read and widgit (communication using symbols). People’s individual needs had been assessed.

The provider was following the Accessible Information Standard (AIS). The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. Information about people that was collected and shared met data protection legislation requirements.

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’s views were sought using their preferred communication methods including during daily support, in meetings with their keyworker, and during house meetings. The manger acknowledged that further work was needed in relation to house meetings to make them more person centred. People and their relatives told us they felt comfortable raising any concerns or worries and that they would be confident concerns would be taken seriously. A relative told us, “Staff are availableif any concerns come up.” Another relative told us they found staff approachable and said, “Staff are honest regarding [Person], and I appreciate that honesty. I can go to [Person’s] keyworker, speak with the manager or if needed go to the area manager. We are very appreciative of all the support.”

The provider made sure that people could access the care, support, and treatment they needed when they needed it. A health professional told us, “Staff at the service are approachable, information is always available, and they will contact us if they have any concerns or if people’s needs change.”

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 PBS lead and other staff told us that the consistency in approach meant that people experienced reduced anxiety. People knew what was going to happen and when, and staff were better at picking up cues and recognising when people were anxious or needed support.

One person’s relatives told us that their relative had, “Done so much better after themove to Wentworth, more experiencedstaff was key.” People experienced reduced anxiety because staff considered and understood their needs, recognised when they needed support and promptly provided the care people wanted.

Some people were not 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.

One person’s records stated the person’s views were, ‘not known’ and there was no evidence that the subject had been discussed with them or with their family. Another person had been supported to complete a living and dying with dignity form, but records stated that it was not clear how much the person understood. Records did not state when this form was completed and if anyone had reviewed the comments made. A staff, member told us that this person had, “An amazing comprehension of passing on.” This was therefore a missed opportunity to demonstrate the person had the opportunity to contribute their wishes in whatever way they possibly could.

For two people, records stated that family members would make any decisions related to this subject. A staff member told us that when a service user who had moved from the service died, staff were offered bereavement counselling, and a number of staff attended the funeral.