Wisdom Support Services Ltd

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 inspection we rated this key question good. At this assessment the rating has remained good. This was because people’s preferences were not always met.

This service scored 65 (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.

Relatives told us that staff were caring and kind and treated people with respect. One relative said, “When my [family member] is upset they know what to do and reassure them that it’s all ok.” Another relative said, “I have huge trust in [staff member] that they would make sure my [family member] is doing well.” Staff we spoke to told us they were always kind to people and allowed them to make their own choices. One staff member said, “If [person] refuses personal care, then that is ok and I try again later.” Other staff told us they were patient with people and did not rush them whilst supporting them.

The provider treated people as individuals and took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care records contained information about their individual needs, preferences, personal, cultural, social and religious needs.

People were supported by regular staff who knew them well. This will have made a difference as staff were likely to have been aware of people’s preferences through regular contact.

People were encouraged and took part in a number of different activities if they wanted to. One relative said, “My [family member] is supported to go to the gym, park and swimming.” Another relative said, “[My family member] has cookery class once a week and goes shopping and swimming. A third relatives said, “[My family member] goes to the cinema, bowling, swimming, pub, walks and has take-aways.

People benefitted from support staff who gave them as much choice and control over their lives as they were able to. People were supported to maintain relationships and take part in a range of activities in their community linked to their own interests and achieve their goals. There was a range of equipment for activities within their homes, this included a radio, arts and crafts and sensory light and toys.

Staff assisted people in maintaining relationships and participating in a variety of community activities that reflected their personal interests and helped them achieve their goals. This included going on walks, car and bus rides, swimming, bowling and cinema.

Relatives told us that staff encouraged people to be independent by undertaking personal care tasks and going to cookery classes. Staff we spoke with told us, “I encourage [person] to be independent whenever possible, for example with personal care.” Another staff member said, “I encourage and ask people to join in the task, such as cleaning the table, washing up and doing laundry.”

We saw staff supported people to communicate their needs, and staff checked they had the correct understanding to ensure people’s choices were respected. For example, the activities they wanted to do.

Staff demonstrated an understanding of people’s needs, and responded promptly to support them, taking action to minimise any discomfort, concern, or distress. We observed staff meeting people’s needs in a timely manner, and relatives confirmed that staff provided support whenever it was required. For individuals who could not communicate using words, interactions between staff and people reflected caring and compassionate relationships, enabling staff to anticipate needs and respond in ways that reduced discomfort and distress.

People had Positive Behaviour Support (PBS) plans in place, offering a person-centred and proactive approach to understanding and managing people’s distress, particularly for those with learning disabilities or autism. PBS plans focus on enhancing quality of life by addressing underlying causes and teaching new skills, rather than solely reacting to behaviours. These plans guided staff to respond appropriately and effectively.