Wolston Grange

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 inspection we rated this key question Requires Improvement. At this inspection the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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 aimed to treat people with kindness, empathy and compassion but did not always respect people’s privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us staff were caring in their approach towards them and respected their privacy and dignity. However, we saw 1 person wearing clothes that were too big for them making it difficult for staff to protect their privacy and dignity when using the hoist. At lunchtime we saw 1 staff member assisting 2 people to eat at the same time which was not respectful and did not promote their dignity. Despite this, people spoke positively of the staff, 1 person said, “I can’t fault the staff, they do a really good job.” Another person said, “Some of the staff are lovely, kind and considerate, 1 [staff member] is lovely, it’s the little things in life that make it sometimes.”

Staff demonstrated empathy and understanding and were respectful when speaking about people. One staff member told us, “I want to make them (people) smile. A couple of them haven’t got family or they don’t really see them. I know I work here, but a little bit of kindness goes a long way. I want to make them feel happy.” Another staff member told us how a person who had recently died without any family had expressed clear wishes about their funeral. This staff member described their plans to ensure the person’s wishes were fulfilled and commented, “A lot of these people mean a lot to me.”
 

The provider treated people as individuals to help ensure 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.

People told us staff knew them well and knew their likes and dislikes. One person said, “Quite a lot come and go, but some have been here years, they know me.” When asked if they had a good relationship with staff they said, “Yes I have.”

During our inspection we observed staff spending time with people and talking about things that were of interest to them which engaged their attention. One staff member explained that providing good care meant, “Getting to know each individual and taking that time to build a bond with each person.” They went on to say, “They are still a schoolteacher, or a taxi driver and they want to talk about it with people and have a meaningful conversation. It may just make a difference to that person’s day. We are not just here for the physical aspects but the emotional aspects as well.”
 

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

People were able to make independent choices. Staff considered how they could support people’s choices in ways that kept them safe, but also respected their decisions. Some people used equipment to help support their independence such as mobility aids. One person told us, “I have to have help with some things, but on the whole, I do what I want.” Another person told us how their family member spent time at the home to support them when they felt anxious. People were supported to see their bedrooms as their own personal space and decorate them to reflect their own interests and personalities. For example, 2 people had pets in their bedrooms which they enjoyed caring for.

Staff understood how important it was to help people be as independent as possible and used these opportunities to promote choice and dignity. One staff member who supported people in the area of the home known as The Barn told us, “Here they can cook, they can put their own washing on…. it is about making them be as independent as possible with having that little bit of help if they need it.” Staff respected friendships that had been built between people. One staff member spoke with a person about how they would like to remember another person who had recently passed away. They agreed on a rose bush to plant in the garden.
 

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

Staff aimed to respond to people’s needs in a timely manner to minimise any discomfort, concern or distress. However, 2 people who were reliant on staff support told us about delays in getting support to go to the toilet. Staff said they worked as a team to ensure they were able to respond quickly to people’s needs. One staff member said, “Today I called for assistance and my head of care is generally on hand if we need that extra pair of hands.”

A visiting health professional told us staff had been responsive to a medical issue that had been identified, and staff had worked with them to ensure the person remained safe.

During our inspection visit, call bells were used frequently but were responded to in a timely manner.
 

The provider cared about and promoted the wellbeing of their staff to help support them to deliver person centred care.

The registered manager told us regular meetings took place with all staff to share information about the home. In addition, staff had individual supervision meetings with management to discuss their role and any support they felt they needed.

Staff told us they were supported by the management team and were treated well. When asked about their experience of working at the home, 1 staff member said there was “Good teamwork,” and they felt supported by the registered manager. Staff were given flexible working options to support their health and wellbeing where necessary. One staff member gave an example of how the provider had supported them during a period of ill-health.