Whell 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 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.

People and relatives spoke highly about the quality of care received from staff and the management team. A relative said, “The care seems second to none, it has made such a difference to [person’s] demeanour. I know she is cared for properly as an individual and a human being.”

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.

We found that people felt that staff knew them well and treated them as individuals. A relative said, “They are careful how they choose staff, they match them with clients and are extremely thorough, [staff] are skilled.”

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

Everyone we contacted said staff promoted people’s independence and choice. A relative said, “[Staff] are very obliging with everything and they support me as well. [Person] is always given a choice. They could not do any more, they go above and beyond the call of duty.”

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 were able to contact the service whenever they needed to.

Staff supported people to contact other healthcare professionals when needed . A relative said, “If they think [person] may have [an infection] they take a sample down to the doctor, they keep an eye on her skin condition, everything.”

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

Staff felt cared for and enjoyed working for Whell Care. A staff member said, “I feel I am well supported by the management. I know I can always go to [the registered manager] with a problem or discuss it in my supervisions.”