Winterfell Care Home

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.

At this assessment, we saw that care was planned for people’s individual needs and wishes and was delivered in a person centred way.

People and their relatives told us that they did not recall being involved in care plans or any paperwork, however care was discussed with them and any changes were discussed with them.

We reviewed care plans which were specific to people needs, wishes and preferences. This meant that staff and professionals would be able to understand how best to support people.

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.

Systems were in place to make sure when people moved into the service, or had to stay in hospital, information about their care and treatment needs was shared. People had individual hospital passports which summarised key care needs and recent updates about any changes to their wellbeing.

Where a person was supported by external support services, such as GP, Community nurses and mental health services, staff worked in a transparent, collaborative and open way. This meant care was joined up for people.

The provider made sure that people had access to clear, accurate, and up-to-date information in ways that suited their individual needs. Care plans included details about how each person preferred to communicate, helping staff to interact with them in a way that was respectful and effective.

Families told us they had good two-way communication with staff and were kept informed about their loved one’s wellbeing. Noticeboards around the home displayed useful information for both residents and visitors, including daily menus, planned activities, and details about local charities and support services. This helped people stay informed and feel involved in life at 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.

The provider arranged for relatives and residents' meetings as well as requesting relatives completed satisfaction surveys, in order to gather feedback to improve the service.

Relatives told us they felt comfortable raising any issues or concerns with the staff and knew the process to follow however they had never had to do so. Relatives, staff and professionals commented that they were included and listened to regarding feedback and suggestions for improvements to enhanced people's quality of life.

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

People could expect their care, treatment and support to be accessible, timely and in line with best practice, quality standards and legal requirements, including those on equality and human rights. People were supported in planning appointments with healthcare professionals or when emergency healthcare was needed. This included people’s accessibility requirements.

Reasonable adjustments were made to ensure equal access to the service for all. This removed barriers for people who might find it hard to access services. For example, Winterfell had accessible premises and equipment. We saw appropriate care plans and equipment in place to move within and outside the home. Staff also supported people to access the community if they wished to, if it was not safe to do so alone.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People felt confident the service was genuinely interested in their views and took these into account when developing the service.

People who had raised concerns told us they felt they were listened to, understood and appropriate action was taken.

Staff completed training in equality, diversity and inclusion which helped them better understand and reduce inequalities which may be faced by people living at the home. Staff had received training on equality and diversity, and dignity and respect to further their knowledge on the subject. Additionally, there was an Equality, Diversity and Human Rights policy in place in line with current best practice.

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.

We saw that people were supported to plan for important life events, including their wishes for end-of-life care and funeral arrangements.

We saw evidence of ReSPECT forms in place. A ReSPECT form (Recommended Summary Plan for Emergency Care and Treatment) is used to record a person's wishes and preferences for their care, so that in an emergency, treatment can be provided in line with what matters most to them The provider kept an original document, as well a copy for the person to take with them, should they be required to go to hospital. This ensured that individuals medical and care needs were shared, enabling professionals to respect them.

Care plans included detailed information that reflected what mattered most to each person. For example, one person had chosen specific music they wanted played at their funeral, and this was clearly recorded to ensure their wishes would be respected. This showed that staff took time to understand people’s preferences and helped them make informed decisions about their future in a way that was personal and meaningful.