Wyndham Manor Care 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 changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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 respected their privacy and dignity.

People and relatives spoke positively about the care people received and the caring nature of staff. A person told us, “My care has been excellent, the girls are very good and ask me what I want, I can’t fault them.”

We observed positive interactions between people and staff, including appropriate hugs and friendly contact.

People told us staff treated them as individuals and respected their preferences and wishes. A person said, “They come and ask me questions sometimes about things that I like and how things are.”

During our visits to the home, we observed positive interactions between people and staff. A person was coming out of the bathroom after having a bath, they smiled and told us, “I’m a new man.”

An effective system was not fully in place to ensure people’s independence and choices were promoted in relation to food and drink.

Staff practices, the availability of accessible and accurate menus, choice of meals, portion sizes, and condiment dispensers, did not always support people’s choice and independence. For example, condiments were available in the dining rooms, however these were not always accessible for people to use if they were able to. A person requested salt on their meal; a staff member proceeded to place a little salt from a large container onto the person’s hand for them to use. Care staff raised concerns that fruit and homemade fortified drinks were not always provided by kitchen staff on the tea trollies; this was confirmed by our own observations. They also said that portion sizes were not always suitable, cooked breakfasts were no longer provided and there was a lack of choice for those people on a modified textured diet.

Following our visits to the home, senior management told us the menus had been reformulated and fortified drinks and meals were being provided. In addition, nutritional training for staff was being organised.

People’s social needs were met. People spoke positively about the activities provision at the home. A person told us, “I go down to the lounge for games and singers and quizzes and things, I enjoy it.” There were 2 activities coordinators deployed. We spoke with 1 activities coordinator who spoke enthusiastically about their role. Various activities were carried out during our site visits and people appeared engaged and interested in the activities.

Records did not always evidence that staff responded to people’s individual needs in line with best practice guidance and legal requirements. We identified shortfalls relating to medicines management, supporting people who displayed distressed behaviours, continence care and nutrition.

The provider had already identified many of the issues we found and had introduced a new electronic care management system which provided tools to help staff document how they responded to people’s immediate needs.

During our visits to the home, we observed positive interactions between people and staff. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Improvements were required to ensure the wellbeing and enablement of staff was promoted. We received mixed feedback from staff about their wellbeing at work. Some staff felt supported; others felt more support was needed. Prior to our assessment, staff meetings, training, supervision sessions and appraisals had not been carried out as planned.

Senior management were aware of the issues and were working with staff to support them. Staff meetings and supervisions and appraisals were being organised and held.