Walfinch Newcastle East

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 service involved people andtreated them with compassion, kindness, dignity and respect. This was the first inspection for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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, empathy and compassion and respected their privacy and dignity. People praised staff for how well they worked with them. Staff treated colleagues from other organisations with kindness and respect. A person said, “They’re very kind and caring. I’d give them top marks for everything.”

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. They tailored the care to meet individual’s exact needs and when providing community access staff matched the activity to what people likes to do. A relative said, “The staff and management will act upon any reasonable suggestion or request put forward.”

Staff promoted people’s independence. They made sure people knew their rights and had choice and control over their own care, treatment and wellbeing. The management team enabled staff to deliver person-centred care, and this was the fundamental basis of the design of the service. People confirmed any changes to the ways staff supported them were discussed and agreed. A relative said, “The service works very well as I can check the Birdie App daily to keep track of what’s happening with [person].” The provider had just started a club called Thrive which provided free activities for people in the local community. The first one had involved an exercise class for people with mobility difficulties and socialising with drinks. They were planning to hold more over the coming months.

People told us staff listened to them and understood their needs, views and wishes. Staff understood each person’s needs and how to meet these, including how any of their cultural needs were met. A staff member said, “If there are any changes to people’s needs, we make sure to tell the [provider’s name] and they make sure action is taken.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff confirmed that the management team supported their well-being to make sure they could give their best to people when at work. Staff described how their work was routinely praised and recognised within the home. A staff member said, “The team at Walfinch Newcastle East are fantastic; there’s plenty of staff to keep the workload fair and balanced. It’s a great feeling to be part of a company where you’re treated as a person, not just a number. I genuinely love my job and feel lucky to be part of a company that values both its staff and clients. I believe in Walfinch Newcastle East’s values, and I feel proud to be doing work I enjoy with people I respect.”