Welshwood Manor

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question requires improvement. At this assessment the rating has remained requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

The service was in breach of legal regulation in relation to dignity and respect.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider did not consistently treat people with kindness, empathy and compassion, or respect their dignity.

At the last inspection we found a culture where people were supported with care to meet staff routines. For example, we saw from care records, and staff informed us, that at least 2 people were woken and assisted with personal care, washing and dressing as well as breakfast between 5 and 6am to ‘help’ day staff as opposed to meeting their individual preferences.

At this inspection we found improvements had not been made. Two people were still being assisted with personal care very early in the morning to suit staff routines. Once we highlighted this to the manager, they took action to address this with the staff; however, this had not been independently identified.

At the last inspection we were concerned the staff office was open and accessible to anyone in the home where cabinets containing people’s personal details were also unlocked. At this inspection this remained a concern - people’s confidential care records could still be accessed by visitors. On the second day of inspection, we found the manager had moved their office to the ground floor and had greater oversight of how records were being stored.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Interactions between people and staff were observed to be polite and respectful, contributing to a calm and positive environment. However, there were instances where care delivery was influenced more by staff routines and preferences rather than being fully tailored to the individual needs, choices, and preferences of the person. This indicated that, while respectful practice was evident, opportunities remained to ensure that care and support was planned and delivered in a way that fully reflected each individual’s wishes, routines, and autonomy.

Activities such as social engagement, and access to outdoor spaces were provided to support people’s emotional well-being and encourage meaningful interaction.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider listened to and considered people’s needs, views and wishes, and staff were observed to respond appropriately to people’s needs, including taking action to minimise discomfort, anxiety or distress. People and relatives provided positive feedback about the support received and told us staff were generally available when needed.

Care plans contained information to guide staff on how to support people when they became distressed. However, these plans were not always sufficiently detailed or fully embedded in practice. In addition, governance and oversight systems were not consistently effective in monitoring safety or identifying emerging concerns. As a result, there was not always assurance that changes in people’s needs, risks or well-being were recognised, reviewed and escalated appropriately. This meant opportunities to identify concerns and take timely action were not always evident.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.