Winfrith 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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect.

People experienced compassionate and respectful care from staff. We observed positive interactions where staff promoted privacy and dignity and adapted their communication approaches to meet individual needs. Staff demonstrated a good understanding of people’s routines, preferences, and communication styles, including the use of key words, gestures, visual prompts, and Makaton.

These approaches enabled staff to provide reassurance and respond sensitively to behaviours that challenged. Interactions were calm, patient, and respectful, which supported people to feel settled and understood during the inspection.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service consistently promoted kindness, compassion, and respect for people’s dignity.

We observed staff supported people in a manner that respected their privacy, preferences, and personal needs. For example, 1 person’s PBS plan included guidance on promoting their privacy and dignity whilst meeting their personal and emotional needs. Staff followed this guidance, ensuring support was delivered respectfully and sensitively, particularly during intimate care or personal routines. Inspectors observed staff maintaining dignity during daily activities and adapting their approach to meet individual communication and emotional needs.

Feedback from relatives confirmed compassionate care. One relative told inspectors, “The staff team are very caring; they know my loved one’s needs, and they treat my loved one with respect.” Whilst care documentation did not always fully capture personalised guidance, observations confirmed staff practice prioritised dignity and respect consistently.

The provider did not always treat people as individuals or ensure care, support, and treatment reflected their unique needs, strengths, aspirations, culture, and protected characteristics.

Care planning did not consistently reflect individual needs. Whilst some strategies were in place to support communication and person-centred care, gaps in documentation reduced staff’s ability to respond consistently. For example, 1 person lacked a sensory care plan, and sections of their communication support were incomplete. This limited written guidance for staff to identify triggers, support sensory needs, and reduce anxiety. Communication passports were inconsistently available, further limiting effective support across different settings.

Some individualised practice was evident. Other people had more detailed care plans, including personalised communication strategies. One relative told inspectors, “The staff team have learnt how best to communicate, just use key words and most importantly never say no. They are learning Makaton, my loved one’s version.” This demonstrated developing individualised practice that reflected people’s preferences and abilities.

The provider did not always promote people’s independence or ensure they had choice and control over their care, treatment, and wellbeing.

Care planning did not consistently support independence or choice. For example, 1 person’s personal goals and social care plan were blank, with no guidance on developing skills, maintaining social networks, or accessing enriching activities. In contrast, another individual’s plan included guidance for completing aspects of personal care independently, such as washing, brushing teeth, and using communication aids to express preferences.

Staff practice supported day-to-day independence where guidance existed. Staff supported activities including attending day services and engaging in cooking, providing opportunities for skill development and personal choice.

The provider acknowledged care plans required updating to include clear goals and guidance for promoting choice and independence. They confirmed plans to engage people more actively in care planning.

The service responded promptly and appropriately to people’s immediate needs. Staff demonstrated understanding of behaviours, preferences, and routines, enabling effective real-time support.

Staff effectively de-escalated and managed behaviours. During inspection, we observed staff successfully de-escalated behaviours on four separate occasions. Despite incomplete or limited care plans, staff anticipated needs, used appropriate communication strategies, and provided reassurance to maintain safety and wellbeing. These timely interventions prevented escalation and ensured people remained safe and supported.

Staff familiarity with individuals’ needs enabled personalised support in the moment. This ensured daily experiences were positive, even where documentation and formal planning were limited, demonstrating that staff knowledge and practice contributed to compassionate care.

The provider promoted staff wellbeing and enabled staff to deliver personalised care. Staff reported feeling supported, valued, and confident in raising concerns, describing management as approachable and responsive.

Positive staff engagement supported quality care. Staff described high morale and reported that feeling supported and valued contributed to their commitment to delivering attentive, compassionate care. Despite gaps in care planning and documentation, staff felt equipped to meet people’s needs and maintain safe, personalised support.

Staff recognised the importance of robust systems. The provider acknowledged that improvements in care documentation and planning would further enable staff to deliver fully person-centred care. Staff welcomed these developments, understanding that effective systems enhanced their ability to work efficiently and sustain quality care over time.