Wilford View 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

Responsive – this means we looked for evidence that the provider met people’s needs. At our last inspection, this key question was rated as good. This key question has now improved to outstanding. This meant people’s needs were fully met through exceptional organisation and delivery.

This service scored 96 (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 ensured 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 and those important to them were fully engaged and actively involved with decisions about the care and support which they received. Care plans showed a high level of person-centred detail, showing staff had worked with people and their families to ensure their wishes and feelings were recorded. People had personalised door signage, detailing the number they ‘lived at’ and showing pictures of things which were important to them. We saw this signage also helped to orientate people within the space. Discreet symbols were used to highlight any risks for staff, such as falls sensors or advanced decisions people had in place. This ensured people’s needs were being effectively met. Walls painted with differing colours within each suite also supported people to understand where they were in the building. People had a personalised ‘dopamine menu’. These were exceptionally personalised and showed a ‘menu’ of things which made people happy, their wishes and dreams and their preferences. These showed staff had spent time with people and their relatives to gain real insight. People were encouraged to have goals and aspirations for the future, decided by them. We also saw that people had been encouraged to make ‘new year resolutions’, where people had identified a wish for the year ahead. Staff told us how they ensured people were able to make decisions around choosing the menu. Taster sessions were held regularly, and people were able to decide if they wished for a specific dish to be on the menu, or to adapt dishes to suit their taste. One person said, “It’s quite generous portions and we get a choice or can ask for something different. I enjoyed the food tasting session and over Christmas, the cook did a special vegetarian option which I tried it and was delicious. Very well done.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A visiting health professional we spoke with gave positive feedback about the way the service engaged with their team. They told us, “The staff are very responsive and helpful. They follow up on instructions, for example, wound care. The service uses communication books on each floor for us to leave instructions. This really helps to support people.” During our site visit we observed staff were interacting with people in a therapeutic and meaningful manner with a calm and patient approach. The management team told us how it was imperative to embrace partnership working to ensure seamless care delivery and best outcomes for people. The risk assessment tools used showed best practice in clinical care and support. These included and NHS Choking Screen tool, (provided by the Speech and Language Therapy team). We saw these were regularly reviewed and staff understood the guidance in place for people.

The management team were exceptional at developing appropriate, accurate and up-to-date information in formats which were tailored to individual needs. The service followed the five steps to meet the Accessible Information Standard, (AIS). The service ensured support plans and records captured ways that met people’s requirements for meaningful communication and decision-making. This enabled all people to be active participants in their care. Person centred care plans detailed people’s individual communication needs, such as language, aids such as glasses or hearing aids, and any additional resources such as writing aids, picture aids or technology required to assist them. The service produced literature for people in different font sizes, easy read documents or audio versions to assist in sharing information for people.

The management team was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People and their relatives were able to provide feedback on their care, through regular care plan reviews. These were available in an accessible format, with ‘faces’ for people who may struggle with understanding information. People showed the inspection team their bedrooms. We saw people’s bedrooms had been personalised to their own tastes and included any equipment or adaptations to support their needs. People were able to raise concerns or complain and then be listened to. For people who could not verbally communicate or understand written documents, we found there were appropriate advocates involved in people’s lives. Residents’ meetings were held regularly to support people to be actively involved in shaping the service. A wide and varied range of trips were provided to increase the number of people who could physically access them and give opportunities fairly.

The management team was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. Human rights principles were echoed throughout people’s individual care plans. The staff team showed these in practice, through a variety of ways, such as: ensuring people and their relatives had the opportunity to visit the service for themselves prior to admission and be a part of the decision-making process. People were supported to use alternative forms of communication to enable them to keep in touch with their relatives and friends. These included supporting video calling to ensure all people had equal opportunities to maintain relationships. One person told us how they were looking forward to a planned call the following day, with their relative using this technology. The service provided information for people in different formats. For example, resident surveys had both large print as a standard, but also pictures to elicit more accurate feedback. There was access to easy read documents, such as how to raise a complaint or explaining how to place a vote as well as consent forms.

Management and staff were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. The service actively used this information to provide exceptionally tailored care, support and treatment in response to this. People’s care, treatment and support promoted equality and protected their rights. People were empowered by the management and staff team to give their views and understand their rights, including their rights to equality and their human rights. The management team actively listened to any experiences of discrimination and inequality; these were acted upon to improve care outcomes for people. People were supported to have access to the community and places which held meaning for them. A variety of activities were planned to support people and encourage them to remain active in their community. Over Christmas, the service had held a Fayre and invited all relatives and friends to attend. The service had access to a fully adapted minibus, which enabled people who required mobility support to participate. The activity co-ordinator had a full planner of trips to Wollaton Hall, Twycross Zoo, Sealife Centre, and a boat excursion from Newark Marina. People told us how much they had enjoyed these activities. We saw the service asked for feedback from people afterwards, to gain their views, and ask what other activities they may enjoy in future. One person we spoke with told us they volunteered locally, and they enjoyed their time doing this. Staff ensured people were supported to maintain personal safety in the community. We saw travel safety plans, prompt cards with details of communication needs and the address of the service, along with clear risk assessments to ensure they could participate safely. We saw there were specified locations with agreed times in place, which triggered the service response protocols if required.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. The service supported people at the end of their lives. The management team explained how they could ensure people received high quality clinical care, due to their dual registration. This allowed people and their relatives to have choices around remaining in the service, without the potential need for a distressing move. We found people’s advanced decisions and what mattered to them was clearly recorded in their plans of care. Staff supported people and their relatives to create detailed care plans. People had the opportunity to express their wishes around advanced care. We saw people had highly personalised and detailed funeral plans where they had chosen to discuss this. Staff we spoke with showed empathy and understanding of caring for people at the end of their lives. One staff member we spoke with described this as, “A privilege.” The service worked well with external health and social care teams to ensure people’s wishes and feelings about their palliative care needs were implemented and fully respected. All of the staff team had received training in dying and bereavement and understood the importance of people’s needs and wishes being met.