Willett Lodge

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 service 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 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service 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’s care records contained important information about them and how they wished to be supported. Staff spoke with people in their preferred way. For example, a person had a preference to be spoken with in the third person, staff respected this wish. A staff member told us what person-centred care meant to them and said, “It’s the quality of care, it comes from our hearts, it’s not just a job to us. We focus on person-centred care; everyone is treated as an individual.”

The service 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 were supported by a range of other health and social care professionals; staff followed their advice to promote good outcomes for people. A visiting healthcare professional told us, “The person I had most dealings with was the home’s manager, who made contact in a timely manner and provided appropriate information.” Staff took steps to support people when they displayed emotions of distress and anxiety. For example, referrals to the Dementia and Older Person’s Mental Health Service and medicine review requests.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care records guided staff on any communication needs they may have. For example, a person was registered blind, this was included throughout their care plan and how staff could support them in their daily life. The service met the Accessible Information Standards (AIS), documents were available in larger print, some people used technology to support their communication, audio books and newspapers were made available for people. Meal choices were presented in a pictorial format which enabled people to choose what they wished to eat.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The registered manager toured the service daily and spoke with people to check they were satisfied with the support provided. A suggestion box was available for people, relatives and staff to make suggestions anonymously. Some people’s relatives told us they were not routinely involved in care planning for their loved one, however, all relatives told us they were kept up to date with changes. A person said, “I have a sharp tongue and can say what I want.” Complaints were investigated, logged and shared with the staff team for ongoing learning.

The service made sure that people could access the care, support and treatment they needed when they needed it. Health and social care professionals visited the service when people were unable to attend appointments, staff made changes to ensure people received their medicines on time. A healthcare professional told us, “The staff follow treatment plans well, there were some issues with using a remote pharmacy which meant the prescriptions were taking longer to come through, however this has been addressed and they now use a local pharmacy and collect any urgent scripts to avoid any delays in care.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The service supported a person who’s only wish was to return to their home country. The registered manager worked with professionals and the person’s family which enabled the wish to be granted. The person was supported to move back to their home country but still received a continuity of care to ensure their needs were met. The move involved specific and careful risk assessing to ensure the transfer to the airport, plane journey and transfer to the person’s new home was completed safely and seamlessly. The person’s family kept in touch with the service and sent photos and heartfelt thanks for the registered manager’s support for the move.

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 and/or their families were supported to plan for the future, staff involved them in discussions about where they wished to spend the end of their lives and how their needs could be met in a holistic way. Staff monitored people closely and acted if treatment plans were not effective. A person was spending time at the local hospice for a pain management review, staff liaised with hospice staff to ensure when the person returned to the service they would receive a continuity of care.