Wilbury

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 were involved as partners in their care.Staff demonstrated a caring and compassionate approach, respected people’s privacy and supported people to make choices about their care and day-to-day lives.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We saw people’s privacy and dignity was respected and upheld. People gave positive feedback about the service. One person told us, “It’s wonderful, I can’t ask for more here.” A staff member told us the home was, “All about the residents.” We observed staff speaking warmly with people, taking time to chat and offer reassurance. Staff were gentle in their approach and demonstrated that they knew people well, responding to individual preferences and needs. Staff supported people patiently and respectfully, which showed a caring and compassionate approach in day‑to‑day interactions. Staff responded appropriately when people became distressed. An example was where a person was visibly upset, and a staff member took time to sit with them, speak calmly and offer reassurance until the person felt better. This showed staff did not rush interactions and took a person-centred approach to supporting emotional needs in the moment.

The provider treated people as individuals and ensured their care reflected their needs, preferences and routines. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We saw staff supporting people in ways that reflected their individual abilities and preferences, adapting their approach to suit how each person communicated and what was important to them. Staff were able to describe people’s routines, likes and dislikes, and adjusted support accordingly. People were encouraged to have personal items which reflected their individual style and preferences. A visitor spoke highly of the home and said their friend was, “Happy here.” A member of staff said, “Our priority is to make sure the residents needs are met”.

The provider promoted people’s independence and supported them to make choices about their care. People were offered choices throughout their day, for example what they would like to eat, where to sit and how they wished to spend their time. People were encouraged to maintain their independence. We saw people following their interests, such as choosing the music they enjoyed, taking part in activities and accessing the local community. At lunchtime we saw people being encouraged to choose the music they wanted to listen to using a voice‑activated music system, which supported choice and helped create a relaxed and familiar environment. We observed staff encouraging people to make choices and supporting them at their own pace, offering prompts and reassurance where needed rather than taking over tasks. Staff adjusted the level of support provided to help people do as much as they could for themselves.

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. People told us they felt listened to and supported when they needed help or reassurance. People were able to access support promptly when they needed it. People were able to summon assistance quickly using call bells which were available in people’s bedrooms and communal areas, and staff responded in a timely way. Daily records showed staff monitored people’s wellbeing and responded when changes in mood, comfort or presentation were observed. Where people required reassurance, comfort or practical support, staff adjusted their approach to meet needs promptly and escalated concerns where appropriate.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff described feeling supported by current leadership and able to raise concerns openly. One staff member said they could, “definitely express concerns openly” and that things were, “much better” with the current management arrangements. Staff felt listened to and supported in their roles. Support arrangements were in place to enable staff to carry out their roles effectively during a period of change. Staff spoke positively about increased visibility and communication from management and described improvements in engagement and support. Regular meetings were being introduced to provide opportunities for discussion, feedback and shared learning.