Wood Hill Grange

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

The service did not always provide care and support that was person centred. People’s care records contained current information about their social, cultural and spiritual needs and what activities they liked however, these were not always provided. The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. The provider actively sought out the views of people and relatives to continuously improve the service.

This service scored 18 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People did not always receive care and support that was person centred. Relatives said some staff were task orientated and did not engage with people. one relative said, "One of the things that upset me is some staff just come in the room and lean over [relative], not saying good morning or anything.” Another relative said, “Some care staff have no patience, they are always in a hurry.”

The registered manager completed daily walk rounds and various audits to monitor person centred care and support. Following our site visit numerous meal time audits were completed to ensure staff make sure people are at the centre or their care and treatment choices.

Care sand support observed was at times task orientated. For example, the meal was served with little or no interaction with people, no choices of drinks were given and music was played very loud. We also saw at times staff sat around together talking to each other with no interaction of inclusion of people. There was lack of social activities and people told us they were bored.

We did not look at Care provision, Integration and continuity during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Providing Information during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Listening to and involving people during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Equity in access during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

People’s care plans detailed their treatment and support which promoted equality and protected their rights. Relatives told us they were listened to and peoel were treated equally. One person said, "I’ve found them [staff] all very good, they’ve been most kind to me and they care."

Management and staff respected and appreciated people's backgrounds and cultural values, fostering a positive and inclusive culture within the service.

Staff received training in equality and diversity. The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. The registered manager actively sought the views of people and their relatives so they could make improvements.

We did not look at Planning for the future during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.