Wellington Care Head Office

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

Staff worked in a person-centred way and policies and procedures supported this. The leadership team and staff sought feedback from people regularly. People knew who to contact and raise concerns if required. The service made every effort to make sure the service was accessible, and that outcomes were the same for all people.

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 received person-centred care in line with their needs.

Staff made sure people were at the centre of their care and treatment choices and they decided, with people, how to respond to any relevant changes in people’s needs. One member of staff said, “They [people using the service] are the centre of everything.”

People received consistent care and support from a small team of staff.

Staff confirmed they supported the same people, and this enabled consistency and continuity in the care and support people received. Staff worked with external professionals to support people to live fulfilling lives.

Partners had no specific feedback on this area.

Assessments were completed for people and staff had been selected based on a person’s needs. Care provision was adjusted accordingly should this be required.

People were supported to access information in a way that met their needs, such as easy-read and visual prompts. This helped to meet the diverse needs of people using the service.

Staff showed a good understanding of people’s individual communication needs. This included giving examples of people’s different communication methods and presentation, and what this may mean.

The provider had a policy and procedure and understood their responsibilities under the Accessible information standards. Information was provided in alternative formats to support people such as advocacy information, safeguarding and complaints.

Peoples feedback was gathered regularly to obtain their views on the care they received.

Staff told us how they ensured people were involved as fully as possible in their care and support. One member of staff said, “[Name] can communicate fine with us. They make their own shopping lists and choose their own clothes. Every decision they make is respected.” The registered manager said they visited and called people to check they were receiving care in line with their needs. They said, “I visit services regularly [to speak with people], and I have created a document to record this. I will go if something has happened, or a person wants me to. One person is in a Christmas play and has asked me to go and I will absolutely do this.” Staff told us they felt listened to and valued and could receive opportunities to share their experience of working at the service.

The provider had systems and processes in place that enabled people, staff and external professionals to share their experience about the service. This included annual surveys; we reviewed a people survey feedback dated 2024. The registered manager and provider reviewed feedback received and developed an action plan. Not everyone was able or chose to provide feedback using surveys. Staff and the management team used individual engagement processes, and reviews of care records to understand people’s experience and response to the care and support they received. The provider had a complaints policy, and we saw how complaints received had been investigated and responded to.

People had individual tenancies and accessed all parts of their homes and were supported to maintain safe environments.

Staff confirmed people had equal access to care and support, including all areas of their homes, with support. Comments included, “[Name] can do what they like – they are quite independent, and staff are normally just there for background monitoring.”

Partners had no specific feedback on this area.

The leadership team and staff had a positive approach and ensured people had equal access to the care, support and opportunities within their homes and the local community. Individual care and support needs were assessed before people transferred to the service. This included consideration of any protected characteristics and any adjustments required.

People were supported to achieve positive outcomes. People accessed health services and opportunities in the community.

The registered manager and staff understood what barriers might prevent people receiving good quality care, support and treatment, and were confident that people did not experience any inequalities. Staff described how they supported people to access services and empowered them to make decisions about their support, home, and life choices.

The provider had systems and processes in place that monitored people’s progress and outcomes. People’s care plans and records confirmed how their care and support was provided, monitored and reviewed.

People were supported to discuss any plans they had for their futures.

Staff confirmed they received ongoing training and support, including additional training from external professionals, to support them in meeting people’s complex care and support needs.

No person using the service was receiving end of life care. However, people had been encouraged to discuss their plans for important life changes, including at the end of their life, should they choose to.