Whell Care

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. Daily records showed that people were supported in line with their care plans. Care plans were person-centred, with input from relatives and health and social care professionals. Staff knew people well. A relative confirmed that staff had time to get to know people before working with them.

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 received suitable training and shadowed care before providing care and support to people, to ensure people would be happy to receive care from them. The provider involved all people they care for in bi-annual afternoon tea events.

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

Staff provided people and their family with information in a suitable way. Staff communicated with people in a way they could understand.

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 was available and open to receiving feedback from people, staff and families. The registered manager spoke regularly to people’s relatives to check if they were satisfied with the care being provided and dropped in to check on people.

A staff member said, “I believe the people I support are happy with their care and enjoy their day-to-day life, they genuinely seem happy.”

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

Staff understood the importance of ensuring people had access to the right health and social care services. people were referred to specialist services when required and relatives reported no issues with accessing the support they required.

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 ensured staff understood people’s needs and preferences. Staff knew people well and followed detailed care plans to ensure people experienced good quality care.

There was no one receiving end of life care at the time of the assessment. The provider had systems in place to support people 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.