Woodview House Nursing Home

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 good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The provider shared with us an example where they had supported a family member following the bereavement of their spouse who had lived at the home, which demonstrated the caring values the registered manager had developed at the home

The interactions we observed between staff and people were supportive and compassionate and people looked relaxed. We observed staff investing time to reassure people and explain things to them. A relative told us, “Nothing is undignified, they treat everyone with so much care and attention, and they do it appropriately and show such respect and patience. They show a real good understanding of all the residents and their needs at the time; they will offer or give hugs and a shoulder to cry on if needed but it’s always done with compassion and it’s always appropriate. We see this with all residents.”

People and their relatives consistently praised staff for being exceptionally kind, caring, and compassionate. One relative told us, “I’ve spent hours there and they’re so loving and caring you really couldn’t ask for better care. My [relative] is happy. I spend anything from 5 to 6 hours there usually and they’re wonderful the whole time with everyone. They’re like a family to me, that’s how it feels.”

Professionals who worked with the service were equally positive about how the home treated people. One professional told us, “I have always found the home to be a clean, welcoming environment, when I have visited, I have witnessed residents being supported with dignity and respect. The nursing home is a specialist nursing home however I have found the environment to be calm, with a warm homely feel.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider’s policies and practices promoted equality in care and supported people’s human rights. People were not discriminated against, and diversity was celebrated. The provider’s staff training gave staff the knowledge they needed to deliver care in line with these policies and people’s protected characteristics.

Staff worked with people, their representatives and others who mattered to them, to learn more about people’s social and cultural background, what was important to them, their likes and dislikes, including their goals and wishes.

People and their families provided positive feedback about how people were treated as individuals. One relative said, “You witness them go from resident to resident all with different needs and presentations and they tailor their approach to that individual. They work alongside families, they involve us, explain, look at risk and involve relevant professionals where necessary in a timely manner.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s independence was promoted. One relative told us, “They adapt questions and options for [my relative] and give choices in different formats depending on how they are for example food options.”

We observed equipment was used to maintain people’s independence, for example with walking or at mealtimes.

Staff were employed to support people with social activities and there was a full programme. One relative told us, “They have entertainment, singers, do nails etc. and they have an activities lady there every day.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed staff responding to people’s immediate needs during our visit, such as assisting people to mobilise when they wanted to move or providing reassurance to people when they were anxious or distressed.

When people were in their rooms, call bells were available to them if they required assistance and we observed them being responded to promptly.

People and their relatives were complimentary about staff being able to recognise people’s needs and respond to them. One relative said, “They now know [relative] very well and because of the consistency of staff and how good they are they are very good at recognising [relative’s] needs. They respond immediately.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff consistently provided positive feedback about working at the service and the support they received from management. They told us the registered manager was always available if they wished to discuss anything. Staff also told us they were encouraged and supported to develop their professional skills.

The provider used a recognition and reward scheme to celebrate the achievements of staff.

The registered manager recognised the importance of maintaining staff wellbeing and the impact this had on people’s care. They shared an example of where they and the provider had identified and supported a staff member who was experiencing hardship in their personal life.