244 Wootton Road

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 inspection 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 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.

Staff were observed to treat people with kindness and respect, and we saw positive interactions between staff and people. People were seen to respond positively to staff and the home had a warm and light atmosphere.

We received positive feedback from people’s relatives. One relative told us, “[Family member] always looks well looked after.” Another relative said, “The staff have always seemed ok”.

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

We found the daily care records were person focused and included personalised information. Care plans included people’s likes and dislikes, personal histories and what was important to them.

People had individualised activity plans in place which had been tailored to meet their likes and interests. These changed each month depending on activities people wanted to do.

People’s bedrooms were observed to be decorated to their individualised tastes.

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

People had a daily routine included in their care plan, which provided staff with information on how people normally spent their days, including their likes and dislikes. This was for support purposes only, people were able to choose what they felt like doing that day, including what activities they would like to do and what they would like to eat.

People's communication needs, preferences and support they required were clearly recorded in their care plans. One staff member told us, “I adjust my communication style and method to each person. I use simple language, prompts or visual aids like pictures, colours and images, Makaton or BSL, when and wherever needed.”

The staff 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 were observed to respond to people’s distress during on-site visits, they quicky responded and understood what people wanted or what they wanted to do. This was done in a kind and compassionate manner, allowing people to lead the situation with staff supporting them.

One staff member told us, “Staff experience and knowledge is key, and because we have no agency and low staff turnover, staff know individuals well.”

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

Staff spoke with told us they had enough time to meet people’s needs but did not always have time to complete documents and read care plans.

Staff received regular supervisions and staff meetings were held frequently.

All staff spoken with provided positive feedback about the manager and the support they receive. One staff member told us, “[Manager] is really good and likes to be hands on as much as possible.” Another staff member said, “The management is very approachable and transparent as possible to support every staff member on an individual basis. I feel assured and comfortable doing my tasks as most of it is organised and delegated clearly”.