Wood Hill Lodge

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. This is the first assessment of this key question under the new provider. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were kind and caring in their interactions and responded to people in a timely way. There was an inclusive atmosphere in the home and members of staff knew people well and took time to sit with people and engage in conversations. People spoke positively about the support staff provided. One person said, “It’s wonderful, I just love it here, [the home] I can’t fault it at all.”

The staff 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 staff team knew people well and were aware of their likes and dislikes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. People did not always access the community or take part in meaningful activities. Activities were provided, however, staff could be more creative with activities and stimulation where people received 1 to 1 support. This was discussed with the registered manager, who explained the challenges staff faced, but assured us this would be reviewed and look at ways to positively engage with people to be able to provide more person-centred activities and promote independence.

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. We observed staff respond to people appropriately and in a timely way when they required support.

The provider and the registered manager cared about and promoted the wellbeing of their staff and supported, encouraged, and enabled staff to deliver person-centred care. Staff told us they were very happy in their roles and were able to speak to the management team about any concerns they had. One staff member said, “We [staff] receive consistent support from management and senior colleagues. Guidance is readily available, and concerns are addressed promptly. There is a positive culture where staff feel comfortable seeking advice, and residents’ well-being is always prioritised.”