Radis Community Care (Woodland Court)

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 68 (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 did not always make 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.

Care plans were generally detailed, person-centred, and clearly reflected people’s individual preferences, routines, and voices. People’s input was evident throughout the documentation, demonstrating that care was shaped around their needs and wishes. People and relatives told us they had been involved in the care plan process and contributed to their development.

However, there were some gaps in relation to specific health needs, particularly around medicines and wound care. In these areas, records were not always fully complete or consistently detailed. While overall care planning was of a good standard, strengthening the recording of clinical and health-related information would help ensure all aspects of care were comprehensively captured and consistently delivered.

The provider took immediate action during assessment to rectify this.
 

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 and their relatives reported that the service provided the care and treatment they expected and were paying for. Feedback indicated care was responsive to changing needs, with evidence of additional visits and support being arranged promptly when people’s circumstances changed. This demonstrated the service adapted to meet individual needs in a timely way, supporting continuity of care and appropriate integration of services where required.
 

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

Care plans were maintained in paper format, with plans in place to transition fully to an electronic system. People had copies of their care plans; and the registered manager confirmed if they requested copies once electronic this would be accommodated. At the time of the review, there was no identified need for care documentation to be provided in alternative formats or languages. Information was therefore accessible in line with people’s current needs, with flexibility to respond to future requests.
 

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 relatives reported that they felt listened to, respected, and involved in their care.
Consistent staffing arrangements supported continuity and helped build trusting relationships.

The service routinely gathered feedback through satisfaction surveys for both people and staff, which were collated and reviewed to inform service improvement. One person told us, “We have had several questionnaires to fill in about the care.”

Complaints were recorded, investigated appropriately, and used as part of ongoing learning. There was also clear evidence of positive feedback from people, relatives, and external professionals, indicating the service valued engagement and used feedback to maintain and improve quality.
 

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

The service was accessible to people from the local community and supported a range of needs. Physical accessibility of the building was considered, and additional equipment was provided, often following recommendations from occupational therapists, to support people’s independence and access.

People were supported to access local community visitors, with one relative informing us, “They take [person] downstairs as the local church come in and sing songs.”

People were also able to contact staff at any time via pendant alarms and telephone, ensuring access to support 24 hours a day. Overall, systems were in place to promote equitable access to care and support.
 

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 with protected characteristics were supported appropriately and reported positive experiences of care. New service users were supported to settle into the service, and there was evidence staff and leaders promoted an inclusive environment where people felt treated fairly and without discrimination.

People from ethnic minority backgrounds felt comfortable expressing their needs, and staff responded positively and respectfully to these. This demonstrated how the service supported equity in both experiences and outcomes for people using the service.
 

People had appropriate arrangements in place to support future care decisions, however, gaps in staff training meant improvements were required for assurance on the staffs’ ability to provide effective end of life care when needed.

At the time of the review, no individuals were actively receiving end of life care. However, people had appropriate documentation in place where agreed, including Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) and respect forms.

While these arrangements were in place, there was no clear evidence staff had up-to-date training in end of life care. This presented a potential gap in preparedness should a person’s condition deteriorate rapidly. Plans were in place to address this through booking appropriate training, which would help ensure staff are equipped to support people effectively in end of life situations in the future.