Woodland Grove

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 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.

Staff treated people with kindness and respect and their dignity was upheld. Our observations found staff, including the registered manager, interacted with people in a kind and compassionate way and it was clear close bonds had been formed. Relatives provided positive feedback about the caring nature of staff and how they supported people to maintain a good quality of life. Comments included, "He is well cared for, looked after with respect and kindness and he is given every opportunity to make decisions for himself", "We are really grateful for the staff and how caring they are, never come across anywhere he has settled so much and been so well cared for" and “Staff interact with him in the most fantastic way, I can see how much is he loved and respected."

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. Staff supported people to pursue their interests, and we saw how people were supported to live full and active lives and took part in activities that were meaningful to them. Relatives provided lots of positive feedback about how staff encouraged people to meet their activities goals. For example, a relative described how staff had encouraged a person to use public transport and told us they now had regular trips into the city centre on the train. The relative described this achievement as ‘unbelievable’ and felt this had only been achieved through staff having meaningful relationships with their loved one built on trust.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Our observations found people were at the centre of their care and staff encouraged their independence and involved them in decisions about their day-to-day care. A staff member told us, “I try to promote independence, encourage [Person] to interact in the community, encourage him to put his coat on, put the seatbelt on in the car, and pass the milk to make a hot drink. I always involve him.”

Staff understood the importance of people staying in touch with their relatives and we saw how some people were supported to visit and speak to their relatives on a regular basis. A relative told us, “I ring twice a day, they either ring me or I ring them, they are very good at that. They do understand the importance of this and when we go to visit, they are very welcoming."

Staff responded to people's immediate needs and took appropriate action to minimise any discomfort, concerns or distress. People received care and support from a consistent staff team who knew them well and understood their needs. Staff supported people effectively during periods of emotional distress to minimise the impact on their emotional wellbeing. Our observations found staff responded quickly and appropriately when a person was experiencing symptoms associated with a long-term medical condition during the assessment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Effective systems were in place to ensure staff felt supported in their roles such as supervisions and team meetings. Staff felt supported by leaders and told us they were confident if they had any concerns, these would be resolved by the management team. Comments included, “I feel supported here by colleagues and managers” and “[Registered Manager] is very approachable, I’m happy overall, it’s a lovely company to work for."