The Wells Nursing Home

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 were treated with dignity and respect. People and their relatives spoke highly of the staff. Comments included, “Staff are so nice, they always come round and talk to me”; “The atmosphere, it always seems jolly and happy, no bitterness, no tension, everyone is very friendly” and “They are very nice, very capable, staff are good, very kind, the bed is lovely, very comfortable.”

Staff ensured people’s privacy was respected, such as when personal care was carried out.

Staff spoke about people with kindness and empathy; they referred to them with affection and genuine fondness. We observed interactions between staff and people that were kind, compassionate and engaging.

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.

The registered manager had an open-door policy and spoke with people and several visitors during our site visits. They were attentive and responsive to any discussions or requests.

People told us staff understood their personal, cultural and religious needs. One person told us that they could visit the church, and another said, “The Vicar comes once a week and gives communion.”

Care plans were personalised and included details of people’s preferences.

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

People appeared comfortable and at ease with staff. Where people were able, they were encouraged to make day-to-day decisions about their routines. People told us they were supported to have choice and control. One person told us, “I can go to bed, and get up whenever I want.” Another person who staff had supported to become more mobile and independent told us, “I have no problems whatsoever, nothing is too much trouble for them, I am happier now that I am more mobile.”

The activity co-ordinator had a weekly activity program which included, garden club, history club and arts and crafts. People could choose to take part or for those who chose to stay in their rooms, they had regular visits and activities which were meaningful to them. During the assessment we observed several group activities, which people appeared to really enjoy. The registered manager told us that they also had external entertainers come into the home.

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 responded quickly and effectively to people’s immediate needs.Throughout our visits, we observed staff responding promptly to verbal requests for assistance. People were supported promptly and interactions were calm, respectful, and reassuring.

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

Staff spoke positively about working at the home and told us they felt well supported in their roles. Records showed staff attended regular supervision meetings. They described how they felt supported and valued and would happily speak with the registered manager about any concerns and felt they would be listened to.