Wisteria House Residential Home - Rutland

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 involved as partners in their care.

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 and relatives found staff kind, caring and supportive. One person said, “Staff are extremely caring nothing is too much trouble for example I struggle with socks they said to me just give us a call don't struggle, they are very good.”

Staff we spoke with explained how they treated people with dignity and respect. One staff member said, “Ultimately if you lose capacity or decline mentally it’s very easy to feel like there is not much left and so it's about treating people how you want to be treated. How you would be with your loved ones ensuring care is dignified.”

A professional we spoke with described positive experiences of the service and the way staff supported people. One professional said, “I would like to say that in my 10 years of being a district nurse I have never looked after a care home which delivers the same level of care in every aspect. As soon as you walk in the door you can tell that this home cares. All residents are well looked after all staff know each resident and take an individual approach for each resident.”

Another professional told us, “Overall, my impression is that this is a caring and well-run home where residents are supported in a respectful and engaging environment. When I attend the home, I often see residents during the activity time after lunch, and it is clear that staff engage well with them and provide a caring and supportive environment.”

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.

People and their relatives told us staff treated people as individuals and respected what mattered to them. Bedrooms reflected people’s personal tastes, and relatives confirmed people were supported to bring in items from home such as pictures, ornaments and books.

People’s cultural, religious and personal preferences had been identified, and staff could explain how they supported these. For example, a Church service was held every four weeks for those who wished to attend.

During mealtimes, staff sat with people and chatted with them. People were supported to celebrate special occasions, and during the inspection staff had arranged a birthday buffet and cake.

One professional told us, “From meeting health needs to mealtimes to social activities to the homely feel, the personal approach and the fact that residents are happy in their home. This is how care should be delivered to the elderly.”

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

People told us they were supported to make their own choices and remain as independent as possible. One person said, “Personal care is good. I can be as independent as I want.” People were supported to take part in activities that were important to them, including attending community groups such as a local bowls club. One person told us this helped them maintain friendships and stay connected with their interests. People also had access to the home’s Wi‑Fi.

Families were able to visit freely and were invited to join events and activities, such as a fete. Relatives we spoke to confirmed this. One relative said, “We are always made to feel so welcomed.”

Staff understood the importance of promoting independence. One staff member explained they did this by, “Encouraging them (people) to do what they can.”

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 staff support was available when they needed it. Comments included: “Nothing I say is too much.” “It’s absolutely brilliant. Help is always there when I need it.”

Care plans did not always describe how to support people during periods of distress, but staff knew people well and could explain how they recognised and responded to signs of distress. One staff member told us, “[Person] has good and bad days. They tap the table when frustrated, but it’s important not to take over as this can increase their distress. We offer support instead.”

Observations showed staff responded promptly to people’s needs. In communal areas, staff were present, engaging people in conversation and activities.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff had regular opportunities to discuss any concerns and their wellbeing through team meetings, appraisals and one‑to‑one supervisions. Staff we spoke to confirmed this. Comments included: “They are good on wellbeing, if I have worked an extra shift, the [Registered manager] will ask if I am ok or do the shift herself.” “Management team are very approachable and supportive, I go to them for different things, they all serve a purpose in different ways.”