Wisteria Care

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 70 (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.

People told us staff were kind and caring. One person told us, “Staff are very kind and caring, they always show me dignity and respect and ask for my consent.” Other comments from people included, “They are very respectful, kind and caring, they offer any extra help if I need it” and “The carers have a really nice personality and will talk to you.”

Relatives also spoke positively about the care provided and said staff treated their family members with dignity. One relative told us, “Staff are definitely kind, caring and respectful.”

The provider treated people as individuals. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

There was personalised information recorded in people’s care plans and assessments. Staff told us they knew people well and had access to information through the care planning system. One relative told us, “Staff know what to do and how to approach [name of relative]. They have a good level of understanding of them.”

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

Staff understood the importance of promoting people’s independence and supporting them with choices. Comments from staff included, “We try and support them to be as independent as possible,” “I always offer them a choice, I get to know them well” and “By always asking, explaining, and respecting their choice, I help maintain their dignity and independence.” One relative told us, “The carers encourage [my relative] to wash themselves to promote their independence.”

We received positive feedback from a professional regarding staff supporting people to have increased independence. The professional told us, “A significant number of people progress to increased independence, including several who have been able to move on from needing formal support entirely.”

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond promptly or effectively to people’s immediate needs. We found an example where 1 person’s daily notes indicated they may require medical advice. Staff contacted the office to report this, however medical advice was not sought. People however told us staff responded to their needs, and they were confident staff would seek medical assistance if needed.

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

Most staff told us they felt supported by managers and were able to raise concerns or ask for help when needed. The registered manager promoted an open culture and encouraged staff feedback and teamwork. Staff had access to supervision and opportunities to discuss their wellbeing. One staff member told us, “I have a monthly meeting with my manager, yes I feel listened to.” Another staff member told us, “I can speak with the manager and do feel listened to. I know they would implement what I ask of them.”

Staff meetings were held which gave staff the opportunity to discuss any issues or concerns. There were communication systems in place to keep staff up to date with relevant information.

The registered manager gave examples of how they supported the wellbeing of staff, they had arranged drop-in sessions with lunches, coffee and cake for staff to attend and give feedback.