Wilton Place 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

We reviewed 7 quality statements in this key question.

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.

People were receiving person-centred care. One relative told us, “The carers are so understanding, they allow [person] to be as independent as [person] wants but are always there.” Relatives were also involved in planning people’s care where appropriate. Regular reviews of care were being completed with people.

The registered manager and staff shared examples with us of person-centred care that had been provided and benefited people’s health and wellbeing. Staff had access to a range of information about people to help them work in a person-centred way. One member of staff told us, “People with dementia have getting to know me books. We use these to make care plans person-centred. This book helps us know what their lives are about. We also speak to family and friends, try to get a background of the person.”

We saw relatives visiting people and communicating with staff about people’s needs. We observed people engaging in activities and being supported to go out on planned trips. We also saw people were able to spend time in their rooms if they wished or make use of communal space. There were one-page profiles available in people’s rooms which gave an overview of people’s preferences. Staff told us this information helped them get to know people and their needs.

People experienced a continuity in their care as staff were longstanding at the service and no agency staff were being used. One relative shared feedback with us about their appreciation of the continuity of management at the service. They told us their relative had moved in when the service opened so they had built up a good relationship with the registered manager. They told us the management continuity at the service had been important to the success of their relatives stay.

The registered manager knew the local community and external resources available for people. Staff told us they were able to provide care with continuity as they had good relationships with visiting healthcare professionals.

Professionals shared very positive feedback about this quality statement. Comments included, “They [staff] take people’s needs on board, people’s likes and dislikes, it is very individualised. I always say to people I recommend it. They [staff] deserve a pat on the back for all their hard work” and “Staff have all received training in dementia care and I was told this was provided to all staff, even those who are not frontline carers. Staff appear to treat residents in a person-centred way and seem aware of the need to adjust care to meet a person’s specific needs.” One healthcare professional said, “When completing assessments for residents, staff always spend time going through the resident’s background and needs. They display a good knowledge of the residents which is helpful in my assessment process. They [staff] are quick to respond when a resident’s presentation changes, and they will then seek advice from GP’s. The manager has good oversight of the residents who have been referred and becomes involved whenever required.”

The registered manager told us they reviewed the needs of their local community as part of the commissioning of the service and made changes. They said they had increased the number of places available for people with general residential care needs and reduced the number of place available to provide specialist dementia care. The provider had records for staff to use when people were moving between services. This helped to make sure people’s needs were shared with relevant health professionals, so people experienced positive outcomes.

People could have information in ways that were suitable for their needs. We observed information about activities taking place in the service were available on notice boards. This information was also provided in pictorial format.

The registered manager told us they had access to resources to provide information in a variety of ways to meet people’s communication needs.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The AIS tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. it also says that people should get the support they need in relation to communication. We found the provider was following the AIS making sure people’s communication needs were recorded. Staff knew people’s communication needs and how to support people with any information sharing.

People and relatives knew how to raise a complaint if they needed to. People could also attend regular meetings to share their views and ideas for improvements at the service.

The registered manager told us they encouraged people and relatives to share any feedback with them, including any concerns. Concerns were taken seriously, and the registered manager told us they wanted to resolve them in a timely way.

There was a complaints policy available to people. People had a service user guide in their rooms which included a copy of the complaints process. We observed there was a ‘you said, we did’ board in the foyer. This notified people of action the service had taken in response to their feedback. For example, people had said communication needed to improve. The registered manager responded by producing a quarterly newsletter for people to keep them up to date with events, activities and staff news.

Wilton Place Care Home was a purpose-built home that was accessible throughout. People’s rooms were spacious, en-suite and some had direct access onto the gardens. Bathrooms at the service were fitted with handrails and aids to support people to use them safely. People had specialist beds which could be raised or lowered to meet people’s mobility needs. The service had a minibus which was used to support people to access their local community and services. People and relatives told us people had access to local services. One relative told us, “They [staff] arrange transport for dentist and hospital visits and always telephone as soon as they get back to let me know what has happened.”

Staff talked to us about how they supported people to access services in their local community but also organised for services to come into the home if people preferred.

Professionals shared positive feedback about accessibility. One professional told us, “I do see people in wheelchairs going out in taxis, there is a good spacious lift. There are plenty of spaces for meeting people no matter what the ability or mobility of the client.”

Records demonstrated staff were supporting people to attend routine healthcare appointments and regular check-ups with community health and social care professionals. People’s records were stored electronically but staff supported them to gain access easily.

People’s care and support was delivered to meet their needs regardless of any barriers they may face. For example, people living at the service with dementia were able to join in activities, access their local community and have the same opportunities as people living without dementia.

The registered manager was mindful of potential discrimination people may face. They told us they took action where needed to make sure people had the care required. An example they shared was a person needing out of hours support from healthcare professionals. Healthcare professionals were reluctant to visit out of hours and felt the person could have a visit during the day. The registered manager acted for the person and made sure a visit was completed in a timely manner.

The provider encouraged people to take up the role of a ‘resident ambassador’. This role supported people by speaking up for them if they did not feel able to themselves. The registered manager told us they did not currently have a person in this role but had identified people who were actively interested. The provider had a range of policies and procedures to make sure people did not face any discrimination. Staff had information about people’s human rights as part of their induction and were reminded of them via regular training updates.

People had the opportunity to record their wishes for end-of-life care. People’s preferences were recorded in their care plans and known by staff.

Staff told us they had delivered end of life care in the past and felt they had the training needed to do this confidently. Staff were aware of people’s wishes for the future, for example whether people wanted to go to hospital for further treatment or whether they had a ‘do not attempt resuscitation’ plan in place. The registered manager shared positive feedback received from family members praising staff for their end-of-life care delivery.

The registered manager told us the provider had a palliative care policy in place. Whilst there was no end-of-life care at the time of our assessment we saw some people had recorded their wishes in their care plans. Wishes were respectfully recorded and personalised. Staff contacted local healthcare professionals to help them manage pain when people were assessed as end of life.