Wrenbury Nursing Home

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 80 (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.

Overall, people and their relatives were positive about the way they were treated and supported. People described a family feel to the home. Comments included, “They’ve all been wonderful.” and “They treat me with respect, which is important.” We observed staff knocking on bedroom doors before entering and supporting people in a dignified and patient manner. A relative commented, “The carers are good with her, she seems comfortable.” However, some feedback suggested some staff may not interact as well as others.

Staff undertook training in relation to ‘Dignity and respect”. A staff member told us, “We give dignity and privacy to each resident, we always ask if they want to do something.” Records demonstrated managers monitored and addressed any staffing improvement issues.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans contained some person-centred information including people’s backgrounds, routines, and preferences, to help staff understand people’s individual needs. People’s religious and cultural needs were supported at the home.

We observed staff treating people in a person-centred way and understood their needs and preferences. However, a relative told us some staff weren’t clear about aspects of their relative’s preferences.

Staff marked special occasions such as birthdays, and we received positive feedback about an anniversary celebration, which staff had arranged for a couple.

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

Staff respected people’s rights and promoted their choices and independence, which was evident from our observations and feedback received. For example, one person used adapted cutlery, which meant they were able to eat their meal independently. Another person told us, “I could watch TV until midnight if I wanted.” People were supported to see their loved ones and visitors were made to feel welcome.

The registered manager provided further examples where staff had provided support to people, which enabled them to improve and return to their own homes. One person had arrived with nursing needs, however having improved significantly, they were now being supported to move to a more independent setting.

The provider employed an activity co-ordinator who had recently undertaken relevant training to help support the provision of meaningful activities. They were developing one-page profiles with people to help understand their interests and planned weekly activities. There were regular entertainers and some outings. For people living with dementia meaningful activities which provided comfort were provided, such as doll therapy. Where people preferred one to one communication, this was supported.

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 showed a good understanding of people’s needs, and we saw them responding promptly to call bells. Overall, staff were able to offer appropriate support and reassurance to people, especially where they were living with dementia and displayed distressed behaviours. We noted on a couple of occasions staff appeared uncertain how to support people and other staff offered support. The registered manager confirmed these were newly recruited staff and training was provided immediately.

Overall, we received positive feedback about the approach of the staff. Whilst most people told us they were very responsive, one person felt night staff had not been responsive on one occasion, the registered manager told us they would investigate this further.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider supported staff wellbeing. Staff described feeling listened to and supported. They shared examples where the registered manager had taken steps to support and protect them in the workplace. Staff commented, “The manager has been very supportive” and “(Registered Manager) has been amazing and really supportive.”

In one example, the provider and management team demonstrated how they had shown care and compassion towards a staff member under very difficult circumstances. They received a compliment in relation to this, which described how they advocated for and supported the staff member exceptionally well.