Wold Haven

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.

We observed warm, respectful interactions with humour and patience between people and staff. Relatives’ accounts were consistently positive, highlighting compassion, attentiveness and inclusion of families within a homely atmosphere. Personal care maintained dignity; people were well‑presented and the hairdresser visited routinely.

People’s privacy and dignity was respected. We observed staff knocking on people’s doors before entering and asking if they could close curtains and doors, providing privacy when they needed more personal care and support in their own rooms.

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 were treated as individuals and any protected characteristics were considered in assessments and care planning. This ensured people's needs and preferences were consistently managed and supported. Staff received training to promote equality and diversity, supported by associated policies and procedures for further guidance.

Relatives spoke about activities such as church services held at the home to meet people’s cultural and/ or religious needs. Some people accessed church services in the local community when they wanted to. Staff told us, “Some people are Catholic, every Tuesday a father attends to do communion in the home with them. People do religious things in their rooms; it’s about understanding which religion and what they want from it and accommodating it.”

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

Staff we spoke with could tell us how people liked to be supported with their preferences, likes and dislikes. Care plans detailed this information.

Staff described to us how they promoted and encouraged people to remain independent. A member of staff advised us, “I try to encourage them to do for themselves. If they are mobile and capable, I give them the flannel and put soap on it. I ask and say do you want to wash hands and face, then I encourage them to wash their body where they can and then I pass them the towel. I try to give people the tools to do the job. Sometimes people have off days, so I support if needed.”

Staff spoke fondly of people, understood their individuality and how they supported people’s everyday choices. One staff said, “It’s like a little family. I go to work, I look forward to going to work, it’s just homely and nice. Everybody gets on and we get on great with the people, we can have a good laugh. Some residents do sneak up on you on a night and some watch television until 3am and I ask; are you going to sleep, they say, no, and I say; you will be night clubbing next, they say, can we, and then we laugh. They are all so different.”

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.

Staff were responsive to people’s needs in the moment and acted quickly when people were in distress or discomfort to listen to them and/ or provide pain relief. Staff knew when to escalate to other health professionals for advice and/ or treatment. This avoided delays for people accessing health treatments.

Relatives told us how they were, ‘grateful their family were living in Wold Haven, because the treatment they received from staff was so caring and compassionate’. They told us, “I can't praise the staff enough, they are amazing with [Name of person]. I'm so pleased they’re here and nowhere else.”

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

Staff felt well supported and valued by the management team. Policies and procedures were in place to support staff, including training, supervisions, competency observations and counselling support if needed.