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Belong Wigan Care Village

Rating: Outstanding
Date: March 2019

READ CQC REPORT

‘Each member of staff was provided with a handheld device attached to a main electronic database. This was known as Person Centred Software, and provided all information required to meet people’s needs, including care plans and risk assessments. Any specific risks and needs were highlighted on the first screen alerting staff to any issues, such as mobility needs or requirements relating to personal care. If a person had been placed on the end of life care pathway, a butterfly would be displayed.’

‘Clear notes about the support provided were made by staff after each intervention. All care plans were securely stored on electronic Person Centred Software. All staff had access to this using a hand held mobile device and could input information using this. Staff told us that the introduction of this system had reduced the time they spent recording the care they provided and meant that they could spend more time with people. It also provided a more accurate and contemporaneous record as it was completed at the time the care was provided. For each person, the first screen provided clear and concise notes about the person; their needs, how they liked to be addressed and any risks staff might need to be aware of, such as risk of falls or dietary requirements. This would alert staff to any changes in care plans or allow people who were unfamiliar with the person to be able to provide an understanding of their needs. Plans highlighted people’s goals and aspirations and provided clear step by step instruction as to how people wanted their needs to be met.’

‘The Person Centred Software system would also alert staff if a care intervention had not been completed. When we spoke with staff they all told us that they really liked this system. One support worker told us, “Person Centred Software is great, its continually open so we know what is needed and never forget a need or to make a record of interaction”.’

‘People and their relatives told us that they were fully consulted about life plans and invited to regular reviews of care and support. Relatives told us staff stayed in contact with them and would let them know of any changes in the person’s condition or if they were unwell. The registered manager told us that the Person Centred Software system allowed them to monitor any changes identified and highlight any concerns which allowed them to discuss changes in need with relevant health and social care professionals, ensuring that care was reviewed promptly, and any changes could be put in place immediately.’

‘Records we examined were complete and up to date and any restrictions were deemed to be in people’s best interest and the least restrictive. When people were subjected to a DoLS order, this fact was displayed prominently on the Person Centred Software system, with any conditions clearly displayed, so staff would immediately recognise that there were restrictions in place.’

‘Care records reflected and considered care needs. For example, one record we reviewed showed that the person required additional emotional support at various times of the day. The Person Centred Software system alerted and reminded staff to ensure that this need was not forgotten.’

‘The service recognised its responsibility to be open and share information about day to day events and their interactions with people. With the consent of the people who used the service The Person Centred Software system had been opened to provide a ‘Relatives Gateway’. This allowed family members to not only view information about their relatives, but also to provide comments and feedback. With the consent of the person photos were posted so that family members could see their relative engaging in activities. One family member told us another relative, who lived a distance away, followed the relative’s gateway and found it very useful.’

‘When a person was placed on the end of life care pathway, a butterfly symbol on the front page of the Person Centred Software would alert all staff. The activity coordinator told us they would immediately visit this person to ensure their last wishes could be kept: “if I see [the butterfly] I make it my job to spend time with them”.’

‘The relatives we spoke with told us that they received the service’s monthly news magazine, and could recollect receiving feedback surveys and attending, or having notice of meetings they could attend; one family member told us they had attended a residents and relative meeting on a household the previous week. Others told us they were kept informed; one remarked, “I get updates every day when I visit” and another used the Person Centred Software portal: “I’ve read [my relative’s] notes on the hub and keep up to speed. I know how he is, it’s there in black and white.”‘

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