Wentworth 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 service involved people andtreated them with compassion, kindness, dignity and respect. At the last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. 

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A relative said, “Staff are always respectful of [person’s] wishes, despite their advanced Alzheimer's disease, and they keep me informed of any changes or issues that arise on a day-to-day basis.” A person said, “They are respectful, absolutely, they are wonderful. Each and every member of every team from the care side to laundry show us the upmost kindness.”

The service 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 staff team promoted an approach where people were truly valued as individuals and empowered to be partners in their care. A relative said, “The care staff treat my relative as an individual and make sure the support is tailored to them. I would like to add that the housekeeping staff also play a part in supporting my relative's wellbeing, by ensuring that her clothes are clean and in good condition, and letting me know if she requires replacements, and also by keeping her room clean, tidy and comfortable. In addition, the relatively recent appointment of the current events manager has had a very positive impact on my relative's quality of life, encouraging them to participate in a range of activities which she can engage with and enjoy.”

Staff actively promoted people’s independence. They made sure people knew their rights and had choice and control over their own care, treatment and wellbeing. The service was vibrant and very much full of life, with people actively encouraged to participant in the running of the home. A guest committee was run and the chairs from this gathered everyone’s feedback and shared this with the registered manager. This feedback was proactively used to shape the operation of the service and ensure any changes reflected what people wanted. Individuals confirmed any changes to the ways staff supported them were discussed and agreed. In both Wentworth and Hampton people were supported to experience a wide range of activities and broaden their horizons. The activities team were passionate about the role and had carefully developed a programme of events which were tailored to everyone’s tastes. The activities were very varied, including 1-1 sessions and routine access into the community and to social events. The staff had formed very strong links with the local community, and both supported local schools and the neo-baby unit. A relative said, “[Person] has benefited hugely from the excellent range of activities put on and the social stimulus of having other people around her. They go out each week to Chrysalis Club in Hexham and [person] thoroughly enjoys this outing.” A person said, “We have so much to get involved in when we want. We have speakers and entertainers come in and alongside this there are a range of programmes such as quizzes and fine dining plus a beautician and sessions of meditations. We regularly knit for Hexham maternity unit, and I recently dropped off our latest donation.” People told us the range of activities meant there were always options of things to do and this really gave them a good quality of life.

Staff 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. Staff were knowledgeable about each person using the service and could describe their needs, including how any of their cultural needs were met. A staff member said, “We get to know people really well and this helps us to quickly spot if anything changes.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff confirmed that the management team supported their wellbeing to make sure they could give their best to people when at work. They described how their work was routinely praised and recognised within the home. A staff member said, “[Registered manager] always wants new ideas and to push ourselves to the best, always making sure the guests (people) have the most beautiful, comfortable, safe and fun time, no matter their illness or how long they will be here with us. Wentworth Grange isn’t just a job it’s my family, they’ve always supported me, at work and in my personal life, my daughter grew up coming here and now I have a granddaughter who pops in. I am able to contact [the registered manager] day or night with any queries, and he always tells me to call him 'anytime' if I ever need anything or to discuss a concern I may have.” Staff described how the registered manager would always accommodate changes they needed to make to work patterns or roles, how they would support them through any difficulties, whether, or not, this was work related. They told us the service was always there to offer a helping hand.