Woking Homes

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 as good. At this assessment the rating has remained as good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Although most staff treated people with kindness, empathy and compassion, we observed a member of staff providing support that was not person-centred or respectful. For example, while they supported the person to transfer from a chair to the wheelchair, they did not speak with the person or explain what they were doing. They physically lifted each of the person’s legs to place them on the footrests, then wheeled them out without warning or explanation. We also observed them issuing instructions to the person who was stretching their legs out from the footrest, “No, keep your feet on there” and “Don’t do that. Bend your legs.” This led to the person being confused and not understanding what was expected of them.

We also saw during lunchtime, a lack of communication from some staff to people. We observed some staff focussing on tasks rather than interacting with people. We discussed this with the provider who told us they were addressing this without delay. They added that some staff members observed were agency workers and they had liaised with the agency about our observations.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.