Wellburn House

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 good. At this assessment the rating has remained 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.

People were effectively engaged by a wide range of personalised activities. The activities co-ordinator knew people well, and based on their hobbies and interests had developed a range of interesting and innovative activities. For example, we saw people enjoying an ‘armchair travel session.’ The activities co-ordinator brought croissants, made passports for people, held a French Quiz, and carried out a virtual tour on You Tube. The ‘flight to France’ coincided with the afternoon tea trolley which was introduced as the ‘inflight refreshments’. People were very engaged by this, and that it led onto interesting conversations amongst people. There was an impressive and varied level of community engagement. Children from a local primary school had been involved in a number of projects and visited regularly. Most recently a group of the children with additional support needs had written their ‘autobiographies’ and came to read them to people. This had built confidence in the children and sparked some lovely conversations between them and people at the service. People were given opportunity to be involved in a variety of external activities and trips. For those unable to participate in the outings there were many external visitors who came to entertain and engage with people at the service. People were asked during a residents meeting whether there were any new skills they would like to learn. Some people said they would like to learn British Sign Language, and a session had been arranged. Another person said they would like to learn first aid, and they were going to be included in the next staff training sessions. One person told us, “[The activities co-ordinator] is amazing”. A relative said, “The activities are pitched at the right level for everyone.” People received personalised care based on their assessed choices and needs. Care plans were person-centred, and people and relatives were involved in regular reviews of these to ensure support remained responsive.

Staff were knowledgeable about people’s support needs, and worked effectively with other professionals to meet these. The service was well integrated into the local community, which enhanced the care people received. One member of staff said, “Wellburn works well as we are a team.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. This was regularly reviewed to ensure people received information in the most accessible formats possible.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. During our visit we saw staff regularly involving people in decisions about their care and how they wanted to spend their time. Staff respected and acted on people’s decisions.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and relatives told us that staff supported people to care and support when they needed it, and that this reflected people’s choices.

Care plans were person-centred and tailored to support people to have equity in experiences and outcomes. For example, as a result of the care they received one person had greatly improved their wellbeing and was able to live more independently as a result.

Care plans reflected people’s choices, and relatives and people of importance to them were invited to contribute to this planning.