Woodstock Care Home Limited

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 told us they were happy with the care they received and said staff knew them well. A person told us, “There’s always lots going on. I really enjoy the music and the singers, and the staff bring me through for those.”

Care plans were person-centred and reflected people’s preferences, life histories and wishes. Our observations, together with information in people’s care plans, confirmed that staff respected people’s individual needs and wishes.

Staff told us they worked hard to provide person-centred care for people in all aspects of daily living. A new member of staff told us, “As a new employee I feel that I am getting to know the residents’ needs well. The care plans are very informative and help new staff understand the residents’ needs whilst we are personally getting to know them.” Another member of staff spoke about the mealtimes and said, “This is very good. Very much improved with new equipment and procedures in place, making it easier to do mealtimes in a person-centred way.”

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 worked effectively with health and social care professionals. Various health and social care professionals visited the home on a regular basis, to review, discuss and respond to people’s requests and care needs. We saw that timely referrals were made to appropriate professionals, such as the speech and language therapists, occupational therapists, GP and falls team, when people’s needs changed.

Staff worked hard to help new people feel welcome and settle into the home, as well as keeping their families and representatives informed. A person who had recently moved in told us, “I am very happy. it is lovely here and all the staff are wonderful.”

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

People told us they had information about the care and support they received and people’s representatives told us staff communicated well with their loved ones. A person’s representative told us, “They speak to [Name] well and clearly.” Another representative told us that staff used sign language when they knew a person didn’t have their hearing aids in. A 3rd representative told us, “They communicate clearly with [Name] and kindly.”

We saw dementia-friendly signs throughout the home, with words and pictures to indicate different areas, such as bathrooms and dining rooms.

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 their representatives told us they had been given a copy of the complaints procedure. They said they knew how to make a complaint and felt comfortable doing so if needed. A person using the service told us, “I’d soon say if something wasn’t right, but I’m quite happy with everything.”

People and their representatives also told us the manager was approachable and made comments such as, “I can talk to the manager.” “I would go to the manager in the main office.” And “I have asked things and the manager helps me.”

People also told us they had opportunities to provide feedback and said, “I filled in a survey for them, the manager asked me to do it.” Some people also confirmed that meetings were held for people living in the home and their representatives and they were kept fully informed of everything going on in the home. However, a few people commented that they didn’t know about these. A person’s representative told us, “I did not know that there are meetings for family members and friends. I would like to be informed of these, so I could give my feedback.” We shared this with the manager, who said they would make sure everybody knew when the meetings were due to be held.

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

Staff and management supported people to access external healthcare resources when they needed, as well as having regular visits to the home from people such as the GP, dentist, optician and chiropodist. People’s care plans also contained evidence of regular appointments with healthcare professionals.

People and their representatives made comments such as, “[Name]’s healthcare needs are all met. [Name] has glasses and hearing aids and has seen the chiropodist.” “They contact me and they take [Name] to hospital for appointments.” And “[Name] has access to external service if 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’s diverse needs and wishes were assessed, documented and respected. People told us they were supported to continue with things they enjoyed doing, regardless of their age or any disability.

The manager told us about some of the provider’s wellbeing initiatives which were being extended to people living in Woodstock, which included giving individuals ‘a truly memorable’ day out, a pen-pal scheme for connecting people across communities and monthly cultural celebration days, honouring heritage and promoting inclusivity.

People’s representatives told us that people were supported to access a variety of entertainment and activities if they wished to take part in them. For example, people’s representatives said, “[Name] comes to the Ukelele band when I play.” And “There is singing and baking. They made Christmas cookies and bits and pieces. There are singing groups, the band and a male singer. Throwing the ball etc. There’s enough for [Name], and [Name] enjoys it.”

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.

People had end-of-life care plans and were cared for and supported well at the end of their lives. Staff were compassionate and made sure family members were also made welcome and supported as much as they needed.

Management and staff worked closely with palliative care teams when needed, to make sure people were provided with dignified, comfortable and pain free care as much as possible and ensure their needs and wishes were respected.