Waters Park House

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.

Feedback from relatives and people that used the service was positive about the staff and their approach to the people they supported. Staff had formed close professional and supportive relationships with people which enabled better care and support. One relative said, “No, no concerns at all I am just sad there are not more places like this. Everyone is so friendly here and when all our family comes here, they are made to feel welcome. You feel you are in a very family-orientated place.”

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.

Most people’s rooms were personalised with their own ornaments, photos and decorations. Some people’s rooms were exceptionally personalised supporting their long-term life at the service. However, there were a small number of rooms which were lacking in personalisation for the people who used them. The service managers said they would reconsider how to improve the personalisation of these people’s rooms.

Each person had individually designed support and daily activities, whether they were living at the service for long term care or actively pursuing rehabilitation to move on from the service. Each person was enabled to have their own individual lifestyle, meeting their needs and personal preferences.

We spoke with a person who had lived at the service for some years. We visited their individual flat in the service which had accessible ensuite facilitates and a kitchenette area. They used their kitchenette area to actively look after houseplants, and to arrange flowers while using their electric wheelchair. The service supported them with a highly individualised personal living space and lifestyle. This person said how much they enjoyed their life living at the service.

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

Staff were supporting people to regain and maintain their skills and abilities, and to develop and improve their independence. People were supported to have choice in the support being provided by the staff. For example, we saw staff had good relationships with the people they supported. They were seen to enjoy being with people and undertaking activities of daily living with them both inside, and outside the home in the community. We saw a lot of smiles, humour and laughter in the interactions between staff and people supported by the service.

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 service had an in-depth personal understanding of how to work with each person. For example, one person needed to go urgently to hospital, but was fearful of this. The service immediately contacted their relative to support the person emotionally, to accept going to the hospital for treatment. The person’s relative said, “They are really good with contacting me. Like on new year’s day (the person) was quite unwell – and (the person) was refusing to go to hospital so they called me straightaway (to support the person).”

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

There was good communication between the leadership team and the staff groups, and the provider actively supported staff morale and wellbeing. For example, staff spoke of how much they enjoyed their varied work and how well they were supported by the managers in the service. One staff member said, “I love it. Since my first day, it is different every day. So, you never know what it is going to look like. (The service) itself is very supportive and if you have any personal issues they will facilitate (help with it all) because we never know what is going to happen in our lives.”

We spoke to many staff during our assessment and found them all to be happy with working at the service because they were well looked after by the service and their managers. They also found great fulfilment in the positive rehabilitation of people, and the very varied nature of their work.

The provider was closely involved in the service, coming in daily to see how things were going and taking an active part in the delivery of the service. They were supportive of the staff team and managers in all aspects of their working lives. For example, the provider paid for the annual Christmas party and made sure it was an enjoyable event for the whole staff team, which helped to support the wellbeing of all the staff.