Wall Hill Care Home Limited

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 Requires Improvement. At this assessment the rating has changed to 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 consistently treated with kindness, empathy and compassion. Staff respected peoples’ privacy and dignity in their day-to-day interactions.

People spoke positively about the care they received. One person told us, “Staff are always lovely and kind, they are a good bunch.” A relative shared, “Staff treat [my family member] with dignity and respect. They [staff] are always respectful; they knock on the door to let [my family member] know when I'm on the telephone.”

Staff described how they upheld people’s dignity. One staff member said, “We always treat people with kindness. It’s important to use the name people prefer and to knock before entering people’s bedrooms.”

During our site visits, we observed warm, respectful interactions between staff and people using the service.

People received care and support reflecting their individual needs, preferences and personalities. Staff took time to understand each person and tailored their approach accordingly.

Relatives told us their family members were treated as individuals. One relative said, “Staff communicate clearly with [my family member]. They can get confused, so staff reassure them and speak slowly.”

Staff described how they supported people’s unique strengths and interests. One staff member told us about a person who enjoyed household tasks and explained how they encouraged them to continue with these activities which they found meaningful, such as laying the table.

We reviewed how handover records included details of activities people had enjoyed during the day. This helped staff continue to support people’s interests and maintain a consistent, person-centred approach.

The provider promoted people’s independence, helping them understand their rights and maintain choice and control over their care, treatment and wellbeing.

People told us they had control over their daily lives. Relatives confirmed independence was encouraged. One relative said, “They [staff] seem to encourage [my family member] to do things for themselves as much as they can, but they [staff] will help if they are struggling.”

Staff explained how they supported people’s choices and independence skills. One staff member said, “We encourage people to do as much as they can. For example, we might load the toothbrush and hand it to them, prompting them to brush their own teeth, or give them a cloth so they can wash themselves.”

Care records were in place to document tasks, although some entries lacked consistency. The manager responded to our feedback and committed to improving record-keeping to ensure greater detail. During our site visits, we observed staff consistently encouraging people to take part in activities and promoting independence.

Staff listened to and understood people’s needs, views and wishes. They responded promptly and sensitively to people’s needs in the moment, helping to reduce discomfort, concern or distress.

Relatives told us staff acted quickly and efficiently during accidents or health emergencies.

Staff explained how they responded to incidents such as falls, offering reassurance, raising the alarm and remaining with the person to ensure they felt safe and supported.

We observed staff responding swiftly when people became distressed, offering comfort and reassurance.

Accidents and incidents were recorded using the appropriate documentation.

The provider prioritised staff wellbeing and created a supportive environment that enabled staff to deliver person-centred care.

All staff we spoke with told us they felt supported and could approach the manager when they needed help. One staff member said, “The manager will listen if we’re experiencing any problems and is always there to offer support.”

Staff had access to a mental health programme, and the provider encouraged career development by offering opportunities for progression.