Woodroffe Benton House

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. We observed staff speaking with people in a respectful and dignified manner, staff ensured bedroom doors and curtains were closed whilst they were delivering personal care. People told us staff were kind and caring, a person pointed at a staff member and said, "Yes they are very good, especially that one." A relative told us, “They really do care and are always very respectful.” The registered manager shared compliments they had received from people and their relatives about staff.

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 supported people in their preferred way and at their chosen time. One person expressed a preference to get ready for the day later in the morning and liked a later breakfast, staff were seen to respect the person’s wishes. People were able to pass the time as they wished, outside of planned activity times, we observed 2 people enjoying a card game and others were colouring, reading books or watching the television. People’s care records reflected their preferences, individualities and personalities.

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 offered choices about what they wished to eat, drink and where they wanted to spend their time. Staff supported people to retain as much autonomy as possible and gave examples of how they promoted independence, a staff member told us, “[Person] can walk so we encourage them. We also ask if they are happy to have some personal care, we chat and before they know it they are helping and joining in too. I never take any residents independence away. I would never get a wheelchair if someone can walk, not in a million years.” Staff gave us practical examples of promoting people’s autonomy, these included filling a juice jug up by half so the jug was not too heavy for a person to refill their own drinking glass. A person was observed to be getting their exercise in by moving around the communal areas, staff discreetly monitored them to ensure they were not too tired or needed to sit down.

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 responded to people’s requests in a timely way and with kindness. We observed staff supporting people to get ready for lunch, they took meals to people in their rooms and asked if they would like support. The registered manager spoke about a piece of equipment they were now using to support clinical observations; they told us about benefits to people, especially those that may not communicate their needs. A person told us, “I am not feeling well and I am hoping to get a doctor to visit me today." We observed a staff member contacted the person’s GP shortly after.

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 enjoyed working at the home and they felt supported by peers and managers. A staff member said, “I have had supervisions, these were with [deputy manager] and [registered manager]. I found them very helpful; they listened to me. They asked how I was coping, if everything is fine and how I can improve and what more I wanted to know. I am happy and I do feel valued, I like it there.” Staff strengths were recognised, a staff member was in the process of moving departments to join the activity team as their interpersonal skills and approach with people had been identified as a benefit to their personal development and to people.