Wallfield

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

People received personalised care and support that was tailored to them. Care and support plans reflected people’s health and social care needs. Staff were responsive to people’s needs, especially when these changed. They treated people as individuals, providing a person-centred approach.

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 told us they received person-centred care. One relative told us, “[Person] was doing yoga and enjoying it. They do art class, go to a café.”

Staff told us they knew people well and worked hard to ensure they had choices and their care was person-centred. A staff member told us, “We support people to join in activities such as board games, movie nights and art- colouring. A lot of people go to day centres. [One person] has a coffee morning on certain days and we book a taxi for them. We support some people to go out for meals, go to the cinema, go to a cafe or a pub.”

People’s equality, diversity and human rights were respected. We observed staff supporting people in a person-centred way.

People told us they could access the care and support they required. One person said, “Staff took me to the dentist.”

Staff told us it was important to work with health and social care professionals to ensure care for people was holistic.

Health and social care professionals were complimentary about working with the service. One professional said, “They phone appropriately with any concerns. They seem to give really lovely care. They are really responsive, phone really quickly. They do feedback when we ask them to monitor a health condition.”

People’s care plans included input from a variety of health and social care professionals.

People’s communication needs were met by staff and the service. One relative said, “I think they've got a very good manner with people. I see them when they chat away with people who have nonverbal communication needs. Staff don't seem to rush anyone.”

Staff told us they knew how to communicate well with people. A staff member said, “For people who can't communicate verbally, we use pictures, people indicate what they want to eat. Sometimes we plate up both meals and they can choose.”

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard 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 people should get the support they need in relation to communication. The accessible information standards were followed.

People and their relatives told us they felt confident that if they complained, they would be taken seriously and treated compassionately.

Staff told us taking concerns and complaints seriously had been embedded into the culture of the service. Staff were confident their concerns would be responded to and dealt with in a timely manner. One staff member said, “My motto is I treat people how I would like myself or my family to be treated.”

There was a focus on maximising people’s choices. For example, before introducing new options to the menu, people were consulted. To ensure people who cannot communicate verbally were able to state their choices, staff provided small meals to them and recorded their facial reaction. Staff provided people with flash cards to support them to express their feelings and emotions.

People told us they had access to care and treatment when they needed it.

Staff told us they understood people had the right to receive the care and support that met their individual needs. Staff told us they would care for someone regardless of their beliefs.

Health and social care professionals told us people had access to the right care.

People were supported to attend healthcare appointments and visit the hospital when required.

People told us they were happy and involved in activities that were meaningful to them and received care and support in the way they wanted. 

Staff told us they understood people’s right to be treated equally and fairly. Staff said they provided care and support that met people’s individual needs.

The provider had an up-to-date Equality and Human Rights policy. People were able to express their views during regular residents’ meetings.

Staff supported people with planning for their future. For example, looking at where people wished to stay and how they would like to receive care and support.

Staff told us they were aware of people’s care needs and had access to relevant documentation in regards to care in the last years and days.

The provider had individualised plans for end-of-life care which were regularly reviewed. This helped to ensure staff delivered care in line with people’s wishes and choices.