Walton 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 remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us they were treated with kindness and respect. Comments from people included; “Staff treat me well.” And, “Staff are kind.” A relative also confirmed that staff were compassionate and kind. They told us, “The home is lovely, staff are brilliant and supportive of me.” Staff spoke about people and their relatives in positive and respectful manner and described a family feel within the home. We observed positive interactions between people and staff and people were at ease and comfortable with the staff who supported them.

The provider 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.

People told us about their individual likes and dislikes, and this information matched what staff told us and what was contained in people’s care records. This showed that staff understood people’s individual needs. Each person’s care records contained unique information about them and their individual needs and goals. Care records also contained key descriptor words that staff shared with people. For example, staff described 1 person as; patient, energetic, kind, helpful, caring and gentle. Each person had different descriptor words shared by the staff which showed staffed viewed each person as a unique individual.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives told us that independence and choices were promoted. One person told us how they did not have to do activities if they did not want to. A relative told us, “[Person who used the service] has free reigns to do whatever they want to do.” Staff told us and care records confirmed that people were encouraged to participate in activities of daily living such as cleaning bedroom and doing as much as possible for themselves with personal care tasks.

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.

Staff told us how they supported people during periods of emotional distress. The information staff told us matched the information contained in people’s positive behavioural support plans which showed staff understood how to respond to people’s individual needs in times of distress. A recent incident record showed how staff had effectively followed a person’s care plan during a period of emotional distress. The incident record also showed how staff had supported another person who did not use the service, but who had been involved in the incident, in a caring and compassionate manner.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The registered manager told us how she cared for the staff. They said, “Without the staff, we’re nothing.” They described how they supported staff whose first language was Punjabi to complete their Level 3 Diplomas by providing mentoring and coaching in Punjabi. This helped to reinforce their learning and had led to positive feedback from the training provider.

Staff spoke positively about the registered manager and they confirmed they received regular support through supervision, staff meetings and an open door approach.