Selly Wood 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 service involved people and treated them with compassion, kindness, dignity and respect.
At our last assessment we rated this key question good. At this inspection the rating has remained good. This meant people felt well-supported, cared for and treated with dignity and respect.

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.
People were treated with kindness, compassion, and respect in their day-to-day care. People reported that staff listened to them, communicated clearly, and adapted their approach so they could understand what was happening. One person told us, “The staff are always around, and they talk to you, not just do their job, they make you feel cared for.” Relatives also confirmed that staff treated people respectfully, with one stating, “I feel my relative is safe and well looked after. Staff are gentle and always explain what’s happening.”
Staff demonstrated understanding of people’s preferences, histories, and routines, tailoring care to meet individual needs. We observed staff respond promptly, ensuring dignity and reassurance when people were in discomfort or distress. Personal information was handled confidentially, and people were confident that staff respected their privacy.
Staff worked with colleagues from other organisations in a culture of kindness and respect. People consistently experienced care that was compassionate, maintained their dignity, and supported their independence.

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.
Staff understood people’s personal, cultural, social, and religious requirements and incorporated these into care planning and daily routines. Care plans reflected people’s abilities, aspirations, and preferences, supporting personalised approaches to daily living, activities, and health needs.
Staff communicated effectively with people, adapting their approaches to meet individual needs and preferences, and enabled people to engage actively in decisions about their care. Feedback from people and relatives indicated they felt understood and supported in ways that respected their choices and individuality. One relative stated, “Staff know my family member well and make sure their routines and preferences are always considered.”
People’s communication needs were recognised and accommodated, enabling meaningful engagement in care, treatment, and activities. Staff demonstrated awareness of protected characteristics and ensured that care and support were inclusive and respectful. The provider maintained a consistent approach to understanding and responding to people’s unique backgrounds, needs, and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff supported people to make decisions about daily routines, health needs, and personal preferences, adapting communication methods to match individual needs. Care plans reflected people’s abilities, strengths, and preferences, enabling staff to provide personalised support that encouraged autonomy.
Where safe and appropriate, people were able to make their own drinks, and some people were actively involved in keeping their rooms tidy and setting up daily activities.
People were supported to maintain relationships with family and friends, and staff facilitated regular contact. People had access to activities within the service, and some engagement with the local community was arranged. However, feedback indicated that people did not get out as often as they would like, with costs limiting access for some. Leaders were aware of this and were reviewing ways to increase opportunities for outings.
Equipment and support aids were available to help people maximise independence and participate in daily tasks safely. Staff encouraged people to do as much as possible for themselves, promoting confidence and self-reliance while ensuring safety.
However, activity records were not always completed consistently, particularly for one-to-one engagement.

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.
The provider listened to and understood people’s needs, views, and wishes. Staff responded to people in the moment and acted to minimise discomfort, concern, or distress. Staff were observed monitoring people’s wellbeing closely, escalating concerns appropriately, and providing reassurance or support when required. One staff member said, “We respond quickly if someone needs help or seems upset.” We observed staff responding quickly when people called them verbally or via call bells.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Staff reported feeling supported by leadership through regular supervisions, appraisals, and access to guidance for both professional and personal concerns. One staff member told us, “Yes, I feel supported by leadership; they listen if we have any issues and help us do our job well.”
Staff had access to resources and training to perform their roles safely and effectively, including digital platforms, equipment, and clear guidance for care delivery. Opportunities to provide feedback, raise concerns, and suggest improvements were in place, and leaders responded promptly when issues arose. A culture of open communication and team collaboration promoted inclusivity and wellbeing, helping staff feel valued and able to focus on providing safe, person-centred care.