Wentworth Close

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.

Staff knew people well and how best to support them. We observed very warm interactions between staff and people. We saw that people smiled when staff were talking with them.

All relatives spoken with told us that staff were very kind and caring, one said, “We are lucky to have [person] there, it is a fantastic setting, and all the staff are very fond of [person].” A professional told us, “I saw staff dealing with [person] when they were distressed, staff were very patient and gave clear advice to help them calm.” Another professional told us, “All staff members accompanying [person] to clinic are observed being extremely kind and patient. I have absolutely no reason for concern.”

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 met with each person individually to encourage them to share their views and wishes. Records included a range of topics including activities and menus, concerns or worries, and updates on staffing or maintenance issues. We observed staff speaking with people individually and two people were able to participate in the process and their views were recorded. Minutes of the two previous meetings however, stated ‘no comments’ to all the questions. We observed clear communication with people. We discussed this with the manager who agreed that the form used needed to be adapted to enable staff to capture people’s views more effectively. This had low impact for people as it was a records issue.

Keyworker meetings were held monthly with people and the records were used to review the previous month in terms of a wide range of matters including, wellbeing, activities, goals, health and contact with family.

A staff member told us, “Everyone brings something different. We treat all the service users equally and everyone gets as much attention as they will accept.” Care plans included details about people’s individual hobbies and interests.

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 be as independent as possible. We saw people doing activities with staff support such as making a drink, putting dishes in the dish washer, and hanging out clothes. We were told that people supported with the recycling in the evenings. A relative told us, “[Person’s] life skills have come a long way since moving to Wentworth (washing and cooking).”

One person when offered a shower, said “yes,” but went on to say, “No hairwash, yesterday.” Staff respected the person’s decision to not have their hair washed. Another person had been on a day trip to London the day before our visit. They were wearing pyjamas they had bought in London and wanted a ‘PJ’ day’ so they could wear their new pyjamas.

Another person liked bowling, and staff told us they were trying to introduce swimming as an activity. A staff member told us that for one person, “Some activities are ‘mood dependent,’ so we make the most of good opportunities and if possible, we will stay out for longer on a good day.”

People were also supported to buy and send cards and presents for relatives’ birthdays and special events. One person was supported to write to their relative on a weekly basis. Some people liked to spend time on their computers/iPads. There were menu folders with photographs of all the meals that were prepared at the service. This helped people to make informed choices about the food they wanted to eat.

The provider cared about and promoted the wellbeing of their staff. Whilst all staff felt supported some staff felt that issues raised were not always dealt with in a timely way. For example, staff felt that issues like the garden being tidied up and an old shed being removed, had been raised repeatedly. This was evident in staff meeting minutes. Some staff felt that some members of the staff team were treated differently to others. We raised these issues with the manager and area manager who advised that this would be reviewed. The manager confirmed that a skip had been ordered to remove the contents of the shed, and the shed would also be removed. Despite the above comments we also received positive feedback. For example, a staff member told us they felt supported. They said, “PSB lead is like a senior, they get things done.” Another said, “We have achieved a lot as a team, we are a strong group under the circumstances, we are constantly on the go.”

The provider cared about and promoted the wellbeing of their staff. Whilst all staff felt supported some staff felt that issues raised were not always dealt with in a timely way. For example, staff felt that issues like the garden being tidied up and an old shed being removed, had been raised repeatedly. This was evident in staff meeting minutes. Some staff felt that some members of the staff team were treated differently to others. We raised these issues with the manager and area manager who advised that this would be reviewed. The manager confirmed that a skip had been ordered to remove the contents of the shed, and the shed would also be removed. Despite the above comments we also received positive feedback. For example, a staff member told us they felt supported. They said, “PSB lead is like a senior, they get things done.” Another said, “We have achieved a lot as a team, we are a strong group under the circumstances, we are constantly on the go.”