Wesley Place

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

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, their families and advocates, how to respond to any relevant changes in people’s needs. Staff spoke about the importance of person-centred care and a professional fed back, “I feel the staff have a good understanding of the individuals’ needs and work well with [people] and the care is person centred.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked closely with other professionals to ensure people received appropriate care and support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had robust communication support plans in place and staff followed these consistently.

The provider involved people, relatives and advocates and provided opportunities for them to share feedback and ideas, or raise complaints about their care, treatment and support. The management team had an open-door policy, and views could be shared in a number of ways including informal and formal meetings and correspondence, online forms, and surveys. People were also able to contact the senior management team if needed. Relatives told us, “I have a good relationship with the service- they listen to any feedback I make and always try and make any adaptations when and if needed” and, “Complaints are considered and acted on to our satisfaction.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Detailed support plans were in place for people around accessing healthcare services in a way which was accessible for the individual.

The provider complied with legal equality and human rights requirements. Staff were knowledgeable about human rights and protected characteristics and understood their responsibilities and how this applied to each individual they supported. Human rights considerations were contained within people’s support plans and people’s care and support was tailored in response to this.

Staff supported people and their relatives to make decisions and plans about their future. Where people did not want to discuss end of life plans, this was documented, and the provider had made plans to revisit the subject in the future. No-one was in receipt of end of life care at the time of the assessment, however the provider had policies in place should this be needed.