Warren Court

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 71 (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 did not always make sure people were at the centre of their care and treatment choices.

Care plans and assessments were not always person centred, did not always identify or reflect individual’s preferences, wishes or life histories. We addressed these issues with the registered manager. Following our assessment, we saw that the registered manager had taken appropriate actions and reviewed all individuals care records ensuring these were reflective of people’s preferences, wishes and documented their life histories.

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.

People had access to healthcare services. Care records showed people were supported by health and social care professionals when required. These included speech and language therapists, dieticians, community mental health teams and GP’s.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were identified, recorded and highlighted in their care plans.

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 that people should get the support they need in relation to communication.

The registered manager understood the Accessible Information Standard. They told us that people had been provided with information in larger print. Information could also be provided in different formats to meet people’s needs, for example, in different languages or on an audio format. We saw a picture menu in the dining area informing people of the meals on offer for the day.

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.

A person using the service told us their care needs had also been discussed with their loved one. A relative told us, “I am involved in planning for my loved one’s care. The staff always ask for my opinions on what my loved one needs. My loved one needed a new bed, and they got that for them.”

A relative told us, “I have filled in satisfaction surveys; I am satisfied with the service. I also attend relatives’ meetings. The meetings are useful, and I feel that I am listened to. If we ask for anything at the meeting they try to act on it.” We saw the minutes from the last relatives’ meeting. Issues discussed included for example, refurbishment at the home, activities, housekeeping and end of life care planning.

There was a complaints system in place which allowed complaints to be effectively managed and monitored. The provider had a complaints policy and procedure in place, and this was made accessible to people. Complaints records showed that when concerns were raised, these were investigated and responded to appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff had received equality and diversity training. Care plans contained detailed information about people’s spiritual and cultural needs. Staff were aware of people’s diverse spiritual and cultural needs and wishes and knew how to protect them from discriminatory behaviours and practices.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We observed staff had built respectful relationships with people and their relatives and understood the importance of working within the principles of the Equality Act to support people in meeting their diverse needs. The Equality Act is legislation that protects people from discrimination, for example, on the grounds of disability, sexual orientation, race or gender.

Care plans documented information about people's diverse needs, including personal relationships, cultural preferences and religious beliefs. Policies and procedures were in place to ensure people were provided with support and protected, where required, under the Equality Act.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider told us they worked with people’s relatives, the GP and the local hospice to provide people with end-of-life care and support when it was required. People’s care plans included their end-of-life care preferences.