Wilton 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 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.

The service was in breach of legal regulation in relation to dignity and respect.

This service scored 55 (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 did not always respect people’s privacy and dignity. Some people were residing in downstairs communal spaces, meaning there was a lack of privacy provided to them. Whilst the provider had recognised this, and attempted to gain more suitable placements, this had been ongoing for several months. Inspectors observed staff and people going in and out of 1 downstairs conservatory which was being used as a bedroom. Where people were residing in communal areas, this also impacted other people living in the service. This reduced their communal spaces and restricted them moving freely around the home in the evening and night time. We observed several staff in a communal lounge laughing and talking amongst themselves, with little engagement provided to people. We also observed a video monitor used for monitoring a person for safety during the night, to be switched on in a communal kitchen where several staff and people were present. People told us staff were kind, a person said, “Staff are fantastic, they are right nice and kind.”

People told us they were happy living at the service and staff were kind and caring. People told us they chose their meals and people had a choice of food and drinks available. People were involved in planning their menu and supported to cook in their own homes. 1 person was supported with a Halal diet. People had their own personal effects in their rooms and people enjoyed a range of activities. A person said, “I go to church, and I like to go to the shopping centre. I like it here, I am happy, and I like who I live with.” However, we found some daily records containing derogatory language when staff recorded details about their care and support, which did not promote person centred care. For example, 1 person was described as 'kicking off'. The provider had recognised this and had plans in place to provide records training to staff.

Staff told us they promoted people’s independence and people did what they liked each day. A staff member said, “We promote choices, people go on day trips and on holidays. We make sure people are safe and happy to go together.” Relatives told us staff promoted people’s choices. A relative said, “One of the reasons I am confident in the home is that the staff know my loved one very well, they know what my loved one likes and does not like, what makes them unsettled and what makes them happy. When my loved one comes home, they are always talking about the staff and what they have done together. I don’t think I could ask for anything better.”

Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We could not be assured staff responded to people’s immediate needs due to concerns we found in relation to accessing medical treatment and daily records did not always evidence care was carried out. For example, people’s dietary requirements were not always recorded appropriately to evidence food and drinks were prepared in line with people’s assessed needs. People told us staff were kind and met their needs. A person said, “Staff are nice to me. We have 1:1 staff. I am going to the pictures with staff to watch the new film about dancing.”. We did observe some kind interactions between people and staff. For example, we observed a relaxed atmosphere in a lounge area and people were keen to tell us what they had been doing, 1 person told us they had jobs helping out with the laundry. We also observed staff laughing and joking with people.

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 the team worked well together, and they felt supported by the management team. A staff member said, “Manager is good, I feel supported. Just been supporting me massively with some personal issues. I enjoy my job.” Another staff member said, “The managers are good, if we need any support we get it.” Staff incentives were in place, such as discount cards, supporting staff who are going through the menopause and assistance helplines.