Winton Lodge

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

People’s views were sought, listened to and acted upon. Their rights and individuality were supported. People could access care in ways that met their personal circumstances and protected equality characteristics . People could access care, treatment and support when they needed to and in a way that worked for them.

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 told us they were treated in a person-centred way. Relatives were complimentary about the service. Comments included, “We feel it's the right place for [the person]”, “Staff are fantastic in what they're doing” and, “Winton Lodge is fantastic, I am over the moon.”

Staff told us they worked as a team to ensure people had choices and their care was person centred. One staff member said, “We treat people as individuals by taking on board their wants and needs, incorporating likes and dislikes, for example the food they like.”

We observed staff offering choices and facilitating people’s preferences.

People told us they were supported to access care and support when required.

Staff told us they understood how important it was to work with health and social care professionals to ensure a holistic approach to care of people.

Health and social care professional told us, “[The person] has a support plan which is person centred involving [the person] in decisions and their care.”

A variety of health and social care professionals were involved in creating people’s care plans. This meant there was continuity in people’s care because services were joined-up and flexible.

People and their relatives felt they were informed about what was happening at the service. A relative said, “Staff involve me with everything that happens at Winton Lodge.”

Staff told us they understood people’s communication needs. One staff member said, “In the evening, you can talk to people about what they want to do the next day. People have different types of communication, and some people prefer to communicate non verbally.”

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 also says people should get the support they need in relation to communication. The accessible information standards were followed. People’s communication needs were recorded in their care plans and available to staff.

People told us they knew how to give feedback or raise concerns. One person said, “I would talk to staff.” Relatives told us they would feel comfortable approaching staff members or the registered manager to discuss their concerns if they had any. One relative said, “If I had a complaint, I would go to the registered manager first, then social services.”

Staff told us they knew how raise concerns and provide feedback in the service. Staff were confident their concerns would be responded to and dealt with in a timely manner.

The service had a complaints policy in place. The policy contained information on how a complaint could be made. For example, people living at the service were able to make a complaint using pictures, symbols or Makaton signs, to name few. This meant people were able to provide feedback or raise concerns in a range of accessible ways.

People told us they received care and support that was timely and accessible.

Staff received training in equality and diversity. Staff understood we lived in a diverse society and were alert to discrimination and inequality that could disadvantage people in accessing care and support .

Health and social care professionals were complimentary about the service.

People were supported to attend healthcare and follow up appointments.

People told us they took part in a wide range of activities. They often visited local shops, cafes and pubs and felt part of their local community. Relatives confirmed the provider contacted them regularly seeking feedback.

Staff told us they understood people had the right to be treated equally and fairly. Staff respected people’s spiritual and cultural needs.

The provider had an up-to-date Equality and Diversity Policy. People had regular meetings with staff which were used to gather their feedback and tailor people’s individual care.

People told us they were happy living at the service and were concentrating on living their lives.

Staff told us they had read people’s care plans, including ones considering planning for the future.

People had care plans detailing their choices and wishes.