Woodrow Retirement 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. People and their families told us staff treated them with respect and were kind. One person’s relative said, “Staff completely and utterly treat her with dignity, respect and care.” A second relative said, “Staff speak to him with a lot of humour, respect and dignity.”

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 well and knew their personal preferences. One person’s relative said, “I would say they go above and beyond, they really take care of him.”

The service did not always promote people’s independence. Whilst there were regular organised activities for people to take part in, outside of these times there was limited activities for people to engage with. There were few items of interest, such as books, magazines or trinkets, for people to engage with. One person told us they were, “bored, bored, bored.” The communal space was limited, with the television not visible from most of the armchairs. Staff spent time chatting to people in the communal lounge/dining area, but there was no monitoring of how much social interaction people spending most or all of their time in the bedrooms had. One person who spent most of their time in their room told us staff “don’t often” sit and have a chat with them.

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. The manager routinely checked call bell logs to ensure staff responded to people quickly. We saw staff were attentive to people and noticed quickly when people needed assistance.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported. One staff member said, “I’m very happy here, there’s a low turnover of staff and some experienced staff who say it’s the best place they’ve worked.”