Wishes Care and Support Yorkshire Ltd- Richmond

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 service met people’s needs. This is the first inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People told us they got the care and support they needed. One said, “The carers are polite and friendly, they understand my needs and requirements.” Staff told us they knew people well.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Supporting people to remain part of their communities was important to staff and managers.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were identified. Information was available in a variety of formats.

The service did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They did not always evidence they involved people in decisions about their care or tell them what had changed as a result. People told us they would be able to raise any concerns. One person said, “We have no complaints and would definitely recommend Wishes Care to others.” No complaints had been received, but there was a system in place for responding to any concerns or complaints. People who used the service and staff told us they were able to give feedback about the service, but there was no formal ongoing process for this. A person who used the service said, “I haven’t had any questionnaires or feedback requests from them.” Another said, “The boss from wishes has been around this morning to see if everything is alright. It's not uncommon for them to come round.”

The service made sure that people could access the care, support and treatment they needed when they needed it. Information about how the service would be maintained in an emergency did not reflect the service. The provider told us they were in the process of updating it.

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. Managers and staff placed importance on ensuring people were treated equally and respected as individuals.

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. People were able to share their end of life wishes if they wanted too and records reflected their wishes.