Winchcombe Place

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated 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.

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 consistently described staff as kind, patient and compassionate. One relative said, “The care my relative receives, whether it is personal care or just holding a hand, is excellent.” Another said, “When it comes to caring, the staff go above and beyond.” We observed staff greeting people by name, speaking warmly and providing calm, dignified support at mealtimes. Staff also responded sensitively when people were distressed.

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’s histories, preferences and routines and adapted support accordingly. Bedrooms were personalised, meals reflected cultural and dietary choices, and activities were linked to people’s interests. The provider has recently introduced pets, supporting them to have a purpose and to provide them with comfort. People were supported to communicate their needs, for example through picture cards and a tablet . Relatives said care was built around the individual. This meant people’s identity, strengths and preferences shaped their daily support

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

We found people were supported to maintain their independence and were given choice and control over their care. Staff respected people’s preferences and encouraged them to make decisions about their day‑to‑day lives, including their routines and how their care was delivered.

Care was adapted to reflect individual wishes, and people were supported to do as much as possible for themselves. This promoted independence and ensured people remained in control of their care and support. For example, when 1 person’s needs changed, they were involved in discussions about moving to alternative bedroom which better suited their needs . This meant adjustments were made in line with the person’s preferences, enabling them to maintain their independence and access their environment more easily.

We saw activity boards and photographs displayed, which showed there was a planned programme of activities and saw people participating in these during our inspection.

People were supported to make everyday choices about meals, activities, routines and where they spent their time. We observed people choosing to eat in the dining room, lounge or their bedroom. Staff supported mobility safely and adapted the environment when needs changed. One relative said their family member was allowed “as much independence as their health will permit.” Activities included community outings, the coffee shop, music and individual sessions for people cared for in their rooms.

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 needs in the moment. When 1 person became distressed, a team leader contacted the person’s relative and supported them to speak by telephone, which reduced their distress. Staff noticed when another person had not drunk enough and offered drinks and lunch where they were sitting comfortably. Relatives said staff responded promptly when help was needed

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The provider supported staff through induction, buddy arrangements, training, supervision and opportunities for development. Staff achievements were recognised through ‘Gem of the Month’ and ‘WOW’ awards. Managers made reasonable adjustments, including changes to working hours and roles, and recognised talent by promoting staff into team-leader positions. A staff member who joined through a supported internship said colleagues had welcomed and supported them and that visual training helped them learn.