Wynhill Lodge Short Breaks Service

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.

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 did always ensure people’s privacy and dignity was respected. The provider treated people with kindness, empathy and compassion. Staff did always treat colleagues from other organisations with kindness and respect.

All the people we spoke with told us that staff treated them with kindness and respect. One person commented, “The staff are very kind and very helpful.”During our onsite visits, we observed staff interacting with people in a warm, patient and respectful manner. Staff demonstrated compassion in their approach and took time to ensure people felt listened to, valued and treated with dignity.

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 knew people well and understood how they preferred their care to be provided. People’s care plans included life histories and cultural backgrounds, and how these might affect people’s preferences. A relative told us, “I like this place and it really works for [family member] because, because of their autism, it’s isolated. Not in a bad way but it’s quiet and not in the middle of a noisy busy town. There’s also a shop and park nearby. People understand what [Family member] needs so they have good routine here.” We observed staff offering range of social activities based on people’s likes. One staff member told us, “Some individuals follow a halal diet, and we ensure that this is always respected. We have skilled cooks who regularly prepare halal meals. If cooks are unavailable, we ensure suitable halal options are available, such as meals stored in the freezer.”

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

People were supported to make choices about what they wanted to eat and drink, as well as the activities they wished to take part in. One person told us they always had choice and control. They told us, “I can go to bed whenever I want and get up when I want. I can choose where I want to go. Last time I was here, I went to [café] for a drink and cake.”

A staff member told us, “We plan activities together. Some of the activities people enjoy including visiting Nottingham, going to the cinema, axe throwing, mini golf, bowling, and attending outdoor concerts and other community events. By involving individuals in planning and taking part in social activities, I help support their independence, enjoyment, and social engagement.” This meant people were supported to make meaningful choices about their daily lives, maintain their independence, and take part in activities that promoted their wellbeing.

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 responding to people’s immediate emotional needs with compassion and empathy. For example, when one person became distressed and tearful due to discomfort, staff responded promptly in a calm and reassuring manner. The staff member offered emotional reassurance, held the person’s hand, and provided appropriate comforting physical contact. This support helped to reduce the person’s distress and had a positive impact on their wellbeing.

The provider promoted the wellbeing of their staff and supported them to deliver person‑centred care.

Staff told us they were well supported by the registered manager. They received regular one‑to‑one supervision and attended staff meetings, which provided opportunities to openly discuss concerns, reflect on practice, and share learning. Organisational policies and procedures were in place to support staff and ensure they were clear about their roles, responsibilities, and expected standards of practice. One member of staff told us, “I have regular supervision, and I feel supported by my manager. This provides me with the opportunity to discuss any concerns, reflect on my practice, and receive guidance to ensure I am working safely and effectively.” This meant staff felt supported, enabled, and confident in their roles.