Edith Healthcare Wolverhampton

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 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 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.The registered manager told us they worked to ensure people received person centred care and support. Staff told us they had information about people’s individual preferences included in their care plans. We saw care plans included information about people’s likes, dislikes and preferences. Staff could describe how they supported people, taking account of their protected characteristics, to undertake activities which they enjoyed and ensured they followed routines which were important to people. People and their relatives were positive about the care people received. A relative told us, “[Person’s name] care is individual, and person centred.”

The provider worked with other professionals to ensure people had joined-up care and support. The registered manager told us, “We have in the past worked with District Nurses to help them arrange a staff member to be present for their visits and often Social Workers request we are present for people’s review.” Staff told us they were able to provide continuity of care as they mostly collaborated with the same people and ensured effective communication through the recording system.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. The registered manager told us people had their communication needs assessed, and plans were in place to meet those needs. Staff told us they used the communication plans to ensure people received information in a way they could understand it. Care plans included information for staff about people’s communication needs, for example, sensory needs were considered, detailing when people required hearing aids, if they wore glasses, and their ability to speak and how they understood the written word. Each plan had individual guidance for staff to provide information and check people’s understanding.

The provider had systems in place to ensure people could share feedback and ideas, or raise complaints about their care, treatment and support. The registered manager told us there were systems in place to seek peoples feedback on their care. People and their relatives told us they felt listened to by the service and they had opportunities to share feedback about the support they received. A person told us, “I know the registered manager and other members of staff. I find them well organised, and the company well run. I have a personal interview each month to check my satisfaction with their service. My response is always positive. I would recommend them.” There was a complaints system in place which showed all complaints raised were investigated and people received a response. The provider had systems in place to learn when things went wrong and make changes to the service.

The provider made sure people could access the care, support and treatment they needed when they needed it. The provider had systems in place to ensure people could access the support they needed. People were able to direct their care and support, choosing the times they received their care to meet their individual needs. People and their relatives shared examples of how the service was flexible to meet their needs. Staff told us they supported people when their needs fluctuated, and care plans gave guidance on how to support people day to day when things changed.

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. The provider had an equality and diversity policy in place. The registered manager told us the policy guided how the service ensured both people and staff had their rights protected. The policy sets out how the provider would embrace the Equality Act and support people, including taking account of protected characteristics. We saw this was reflected in people’s assessment and care plans and staff were able to share with us how they supported people effectively to ensure they did not experience inequality.

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. The registered manager told us, “We cover future wishes in care plans where needed and we have a policy in place for end-of-life care if the need arises.” Staff understood the importance of end-of-life care and could describe how they would support people at the end of their life. There was nobody who was receiving end-of-life care at the time of the inspection, however future wishes were considered as required by the provider.