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.

A relative spoke very highly of the care team and management. They praised staff for doing their utmost to maintain people’s dignity, and treating them with kindness. A relative said, “I just pop in and see what’s happening. [Named staff member] is really good with [person], they respond well to her, they have a lot of fun together.”

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 knew people very well, working with them to ensure they were happy, safe and having fun. For example, staff bathed people in their preferred way and organised trips out to places people enjoyed.

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

A relative confirmed that wherever possible people’s own choices were taken into account, such as given them their preferred drinks.

A relative said, “[Person] makes it clear when [person] wants something or not, staff know how [person] communicates.”

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.

Staff were vigilant and quick to respond to people’s needs at any moment. A relative confirmed that there was open communication between staff and themselves to ensure people remained comfortable and safe.

A staff member said, “Most staff work well together and communicate well with each other, to give detailed handovers and notes so the people we support receive the best care possible.”

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

Most staff were very happy working at the service and felt well supported by the management team. The manager maintained open channels of communication and was accessible at all times to deal with problems or queries when they arose.