Woodstock Care Home Limited

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.

The atmosphere throughout the whole service was cheerful, relaxed and supportive. Staff interacted with people in a kind, respectful and caring manner. Care plans were detailed and clearly written. The language used to describe people’s care was respectful.

Staff told us they respected people’s dignity when they supported them with personal care. Staff, people living in the home and their representatives all confirmed that staff knocked on doors before entering and made sure curtains and doors were closed before carrying out any personal care.

People and their representatives told us staff always treated them with kindness and respect. People using the service commented, “They [staff] are always helpful and polite” And “They [staff] are lovely. They are very kind and caring and definitely respectful.”

Some people’s representatives told us that the staff were equally as caring toward them as family members, as they were with their loved ones. A person’s representative told us, “They are very caring, to both of us. [Name] was in the hospital and they [staff] were very kind to me.”

People’s representatives also made comments such as, “The staff are very friendly. They are lovely, lovely people.” “They are kind with [Name] and are respectful to [them]. [Staff]

respect [Name]’s dignity.” And “The relationship that the staff have with the residents is excellent. They [staff] always give [people] time and don’t rush them. It is a small place and staff always listen to the residents.”

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 consistently treated people as individuals and were able to tell us about people’s lives from before they moved into the home, as well as their preferences and interests. Care plans also provided clear and personalised information about people.

People’s representatives told us that staff spent time getting to know people, they knew them well and respected them as individuals. People’s representatives told us, “They support [Name] to keep active and do things [Name] likes.” “[Staff] knew that [Name] liked a [particular type of car] and also had dogs.” And “They take their time to talk to [Name] and know what [they] like. They know all about [Name].”

A member of staff told us, “I make sure personal care is provided at a comfortable pace, respecting each person's dignity privacy and individual needs.”

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

People living in the home and their representatives told us they were supported to maintain their independence, had their choices respected and felt they still had control over their lives. For example, people could choose how to have their bedrooms furnished and whether to have their names and personal items on display outside their bedroom doors.

People’s representatives made comments such as, “[Name] is very independent. [Name] loves doing word searches and when I go [they] always have sheets that [they] can do, as the staff give them to [Name].” “[Name] chooses what [they] want to wear and would not be pushed around. [Name] likes to be as independent as possible.” And “[Name] is able to make [their] own choices and decisions and chooses what to do, even if that is choosing to do nothing.”

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 saw that staff were quick to respond to call bells, as well as being observant and responsive to people’s body language and vocal requests.

A couple of people commented that staff were often very busy and there were sometimes delays in having their needs met. For example, a person’s representative told us, “They [staff] are very busy and not always able to respond quickly.” Another person said, “Sometimes [Name] has to wait if there is someone who needs help more than them.”

However, most people and their representatives said staff responded quickly when they were needed and made comments such as, “Call bells are answered quite quickly, and they don’t seem to ring all the time.” And “Staff come as quickly as they can. They seem quite conscientious.”

A person’s representative also told us, “They [Staff] pass on a kind word and sit with someone who is a bit upset. They sit and chat with people. They don’t ignore people.”

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

Staff said they felt well supported and were able to discuss their work with the management. Staff took part in regular individual and team meetings.

Most staff spoke positively about their jobs and told us they were happy in their work. Staff said they had the training needed to do their jobs well and training records confirmed this.

Staff told us, “I have always enjoyed working at Woodstock across various roles. I feel we have a sense of family within our home amongst the team and residents.” “I feel very supported in my role. [Manager] is very helpful and is teaching me more and more things that I need to know to progress in my role.” And “I’d like to say that the manager is truly amazing at her job and always goes above and beyond for the home and its residents. She is there all hours of the day and night and literally never stops thinking about the home. Some would say she is strict but she is just thinking about the residents and the best for the overall home. You will always know where you stand with [Manager] and that’s what I like about her. Woodstock are lucky to have some long-standing members of staff. They are also very knowledgeable in their jobs and go above and beyond their job roles, as they’ve also been with the company for many years. For that reason, I feel so proud to say that I work here.”

People and their representatives also told us that the staff seemed happy in their roles and said, “The staff look happy and they are consistent staff, who know the people living here.” And “They [staff] are always laughing and joking.”