Woodland Hall

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. The last rating for this key question was 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.

People were treated with kindness, empathy and compassion. Their privacy and dignity were respected. A person told us, “We have marvellous care here, nurses are friendly and helpful making [us] comfortable as possible.” Another person said, “The best thing here are actually carers who are wonderfully polite and kind.” This was confirmed by relatives we spoke with. A relative said, “Carers are kind and caring.”

We observed care staff showed genuine interest in people’s well-being and supported them with kindness and compassion. People were familiar with care staff that supported them and felt comfortable in their presence. We observed positive interactions during this assessment. Staff were patient and encouraging when supporting people and did not rush them.

There was a care planning and review process in place. People and relatives had input through this process and each person had an allocated keyworker so that there was continuity in their care. People were familiar and comfortable with regular care staff. People and relatives were encouraged to provide feedback to help monitor whether people’s needs were being met. There was a system in place to address concerns raised by people and relatives.

People were treated as individuals and staff made sure 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’s cultural and religious needs were assessed, documented and met. Staff told us they celebrated different religious festivals, events and birthdays. A relative told us, “Staff are amazing here, they celebrated [person’s] birthday last month, we all came and had lovely time. They made her room so special and personal.”

Relatives we spoke with told us staff were attentive to people’s individual needs and treated them well. We found examples where staff had supported people to do things that mattered to them. For example, staff had supported a person to attend their granddaughter’s wedding.

People received care and support from staff according to their individually assessed needs and wishes. Care plans were personalised and contained detailed information about people and their support needs and wishes.

Staff listened to and understood people’s needs, views and wishes. Staff demonstrated good awareness of people’s personal, health and social care needs and how to respond to meet people’s immediate needs and prevent them becoming distressed or unwell, emotionally and physically. Staff told us they knew people well. This helped them observe changes to people’s health and wellbeing.

Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive. A relative told us, “Staff are very experienced, and we rely on their knowledge. They call us if anything happens.” Another relative said, “We do feel that staff made us involved as much as possible with helping them look after our relative. I don’t think they could do much more or any better.”

Care records were regularly reviewed by staff to help ensure they included sufficient guidance for staff to care for people in a person-centred way and to recognise people’s changing health needs.

Staff listened to and understood people’s needs, views and wishes. Staff demonstrated good awareness of people’s personal, health and social care needs and how to respond to meet people’s immediate needs and prevent them becoming distressed or unwell, emotionally and physically. Staff told us they knew people well. This helped them observe changes to people’s health and wellbeing.

Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive. A relative told us, “Staff are very experienced, and we rely on their knowledge. They call us if anything happens.” Another relative said, “We do feel that staff made us involved as much as possible with helping them look after our relative. I don’t think they could do much more or any better.”

Care records were regularly reviewed by staff to help ensure they included sufficient guidance for staff to care for people in a person-centred way and to recognise people’s changing health needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A member of staff said, “I tried working elsewhere but this is where I am comfortable. We work well as team.” The registered manager had an open-door policy. Staff were encouraged to speak up and raise concerns.

Management celebrated staff successes and supported internal promotions in the company.