Wayside Care Home

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• 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 shared varied feedback with us in relation to how the provider accepts and manages complaints. People were supported to access external health and social care services, where required. The provider worked with external agencies to ensure that the care provided met the diverse needs of the people living at the home.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People shared varied feedback with us in relation to how the provider accepts and manages complaints. Comments relatives shared with us included, “We have had no complaints, but we would just see [the provider], he is a helpful chap”, “There are relatives’ meetings now and they [the provider] do act on what is raised, I don’t have any complaints”, “I did speak to [the provider] about previous problems but I didn’t name the carer because my relative didn’t want me too in case they were treated worse”. And “When you say anything to [the provider], they just say they have no money, but they should have really, I mean for maintenance and things”. CQC is aware the Local Government & Social Care Ombudsman (LGSCO) has issued an Adverse Findings Notice against the provider in relation to the provider’s failure to comply with their recommendations following the LGSCO’s investigation into a complaint from a relative regarding unfair charging of fees.

The provider organised regular meetings with staff and also people and their relatives to gather feedback and ideas or raise concerns about care. The provider shared with us feedback from external health and social care professionals which was positive. The provider had a complaints policy in place, however this complaints policy needed further work to ensure it was accurate and clear. CQC is aware the Local Government & Social Care Ombudsman (LGSCO) has issued an Adverse Findings Notice against the provider in relation to the provider’s failure to engage and comply with their recommendations following the LGSCO’s investigation into a complaint from a relative regarding unfair charging of fees. The provider does not intend to make any changes to their contract in relation to the charging of fees despite this ruling from the LGSCO.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.