Woodham Grange

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.

At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

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.

Staff treated people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff communicated with people in a caring and compassionate way. They gave people time to respond, listened to them and provided sensitive support to ensure people's needs were promoted. People and relative’s comments included, “Staff are kind to me”, “[Name] is well cared for, it is very much their home”, “[Name] is very happy with the staff. I am happy with the place and so is [Name], they like it” and “Staff are always polite and very caring.”

Staff treated people as individuals and were exceptional in how they 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.Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. Staff were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided.

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There was a culture of empowering people. Independence and autonomy were promoted at all times, whatever the level of need and this was at the centre of all care and support that people received.

Staff supported people with some complex needs. They were supported to be fully involved in decision making and control in their lives. By fully encouraging people to make choices and being patient and respectful of these, staff successfully supported people to have an increased range of experiences. There were examples of where people had flourished and become more independent in terms of physical or emotional well-being. Examples included, a person who was very anxious about going out, had been gradually prepared to enjoy an experience at an organised winter light festival viewing the winter lights. Staff prepared them through the use of pictorial stories showing pictures of the bus and the Christmas lights and taking small local trips on the bus before the event. This was extended to further afield and gradually introducing other people. The person enjoyed the winter light festival at Christmas viewing the winter lights. Building on this success and the person’s interest, future plans were to use a personal walkman for the person to help them relax listening to music whilst out.

Another person showed great excitement at a large free standing ‘Rainbow table’ an electronic device they had purchased. They could use it to play games by themselves and with other people. We observed the interaction and camaraderie as people came over to watch as the person played games such as match the cards and ice hockey and looked for items of interest on it. We saw increased interaction with people as 2 people played a game together and a person who usually preferred not to engage came over to sit in the area and watch the excitement as people used the ‘table.’ Another person had been supported by staff for the day at a family wedding. A relative had fed back “Staff gave great attention and support to [Name]’s every need and enabled [Name] to engage with the family. You [staff] both fitted in well with the family.”

There had been some reduction in people’s anxieties due to current staffing levels and consistent staff support, which enabled them to tolerate and try out different experiences and activities. Staff were proud of their work supporting people. A staff member told us, “I find it really rewarding work.” People were supported to maintain family contact. A relative told us, “Staff have arranged to take [Name] home for the day once a week. This really suits us.” Another relative commented, “Staff send me videos of [Name] having a party, they have done so well."

The environment was well equipped with sensory stimulation and lights for people to look at and watch if they did not want to interact and engage in activities. People had activities, entertainment and items of interest to use in the house to keep them occupied and stimulated. Examples, include, crafts, pompom making, doll therapy, jigsaws, games and tactile objects and books. A relative commented, “It is homely and they have parties and fetes.” People were supported by staff to go on holiday according to people’s preferences, a hotel holiday was being planned near Blackpool and caravan holidays for some other people.

Staff 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. They worked calmly, compassionately and responded to people promptly. Staff worked very closely with people. They invested time in ensuring they were given the right level of support to promote their understanding. There was a subsequent decrease in some people’s distress and anxiety. This reduction had a positive impact for people and resulted in improvement in their quality of life. A relative commented, “[Name] has a history of distress and anxiety, but staff are continuing to maintain [Name]’s routines to calm them. So far, there have been no incidents.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Staff comments included, “I feel safe and respected” and “I am supported and the staff team work well together.”