Wyndham Hall Care 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 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.

Feedback gained from people, relatives and our observations strongly indicated staff were consistently kind, caring and respectful, and people felt safe, supported and treated with dignity. Comments included, “The lead nurse is excellent! I can get good answers from her”, “Staff are good and not a high turnover, they are attentive and seem to be on the ball” and “It is a very nice place and they are very nice.”

We observed all staff greeting people and ask after their wellbeing throughout the day of the inspection. Staff always knocked on people’s doors before entering bedrooms. This was supported by a relative “I see that they knock before they come in their room and are quite respectful.” People felt safe and at ease with the care staff, one person told us, “I am very happy, I feel safe and cared for.”

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.

People and their relatives told us they were treated as individuals and staff had knowledge of their personal likes and dislikes. People and relatives confirmed staff knew routines. Comments included, “(person) likes to go to bed at a certain time and they [staff] know that”,“[person] likes to have a lie in and they respect that”, “They [staff] know [person] likes sweet food!” and “The staff know what [person] is like and adapt how they care for them.”

People’s personal, cultural, social and religious needs were understood and met. The registered manager told us, “We celebrate diverse religious and cultural activities to feel included and represented. Staff become more culturally aware and sensitive. In addition, the home held events to celebrate staff culture, people and relatives were invited to join staff to understand food, customs and cultures.

The registered manager told us, “We implement actions at Wyndham Hall Care Home to reflect human right principles dignity and respect, staff knock on doors before entering rooms, offer personal care discreetly, and respects residents' privacy during personal care. We want our residents to feel respected and safe.”

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 have choice and control over their own care and to make decisions about their care, treatment and wellbeing. People were supported to maintain their life choices, for instance, people who smoked cigarettes prior to moving into the home were supported to continue this safely.

People were understood by staff, we observed people being respected in their chosen activity, for instance, how they liked to be seated at the dining table, and what items they liked to carry around with them. Relatives we spoke with recognised the way staff approached people who had potential to become very distressed and unsettled. Comments from relatives included, “They [staff] talk to (person) kindly and tell (person) what they are doing. (person) feels included in what they are doing,” “They are very kind and patient when it is time to go back to their room, because this is what they choose” and “They know (person) likes to go to bed at a certain time.” Other relatives told us, “The staff are very patient with [person’s] ways and understand what they are like” and They [staff] calm [person] down and change the subject when they are anxious.” Relatives spoke positively about how they had also been supported by staff. One relative told us, “They [staff] care about us all, not just the resident.”

The registered manager was able to share how the home had supported people with short term admissions to help them recover from illness and hospital admissions; it was clear the input from staff had helped people regain skills and ability which had enabled them to be discharged home.

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.

People who were deemed at higher risk of falls and were not always able to communicate the need for help had additional equipment in place to alert staff of the need for support. We noted bed and fall sensors were in place.

People and their relatives gave us mixed feedback about how quickly staff responded to a request for help when a call bell was pressed. Comments included, “There are times when the staff seem stretched and it can take a while for someone to respond”, “It depends on staff availability” and “Sometimes I have to wait a while, but I don’t mind.” Relatives who gave us positive feedback about the call bell told us, “If [person] rang the bell, they might have to wait a bit… but they would respond” and “It is vital that [person] can reach the call bell… I told them about this, and they accept that this needs to happen.”

However other feedback from people and relatives confirmed staff were responsive to people’s needs, comments included, “I spoke to staff as thought [person] had an infection. The doctor is treating them now for the infection” and “[person] did try to climb out of bed once and fell… so they reviewed this and now they have a lower bed and a sensor mat in the
room.”

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

Staff who provided feedback were unanimous in their views they felt looked after by the provider and felt their wellbeing was promoted. Staff were able to give us examples of how shift patterns were accommodated to meet their needs. One member of staff told us, “Due to faith and religion I can’t work Saturdays” and this was honoured.

Other staff told us how they have been fully supported by the registered manager when they have had domestic emergencies and family bereavements. Comments included, “My wellbeing is promoted through regular supervision, team support, and open communication” and “We have a very supportive team of staff.”

The registered manager told us, I ensure staff are supported to stay well by supporting their wellbeing. I do informal check ins at work and support their queries… I also support them to swap shifts to attend personal appointments or childcare commitments.”