Wallfield

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

People were treated with kindness, empathy and compassion. Staff supported them to do things they liked and to remain as independent as possible. People’s individuality was promoted and respected.

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.

People spoke positively about the staff and management team. Comments included, “Staff members are kind”, and, “I like [the registered manager] and [other staff members’ names]. If I was unhappy, I would go to [the registered manager].” One relative said, “Staff seem kind and caring towards [person]. They are fine and they are attentive.”

Staff told us how they treated people with kindness and dignity. A staff member told us, “I love working here and I think we make a difference here. I have worked in other places and decided to stay here. We have a positive impact on people’s lives.”

One health and social care professional told us, “Staff are really caring, attentive to their residents. I don’t have any concerns or issues at all.”

People appeared comfortable with staff. We observed that staff were friendly and kind towards people and each other.

People told us they were treated as individuals. For example, people confirmed they attended various activities externally, in line with their interests. One person told us, “I went out this morning for coffee.”

Staff told us how they respected people’s individuality. One staff member said, “We approach people in a person-centred way because everyone is different and has different needs.”

We observed staff respecting people’s choices and treating them as individuals.

People’s personal, cultural, social and religious needs were documented in their care plans. For example, one person was supported to attend a local church for as long as they wished to. Once the person decided to look for another place of worship, they were supported to do so.

People told us they were supported to maintain their independence. One person said, “Staff ask me before they do something and ask how to support me.”

Staff told us how important it was to ensure people remained independent as possible and as much as they wished to.  

We observed staff supporting people to complete domestic tasks in ways which promoted people's independence.

People had access to activities and the local community to promote and support their independence, health and wellbeing. People were involved in making choices about their care arrangements. Their care needs were clearly documented and accessible to staff.

People were supported by staff who knew them well and understood their needs. A relative said, “[Person’s] needs have changed. I was impressed when staff got hold of me and [person’s] other family member. They have very good communication.”

Staff told us they understood how and when to report incidents and what protocols they needed to follow. One staff member said, “All the information (about person’s health needs) is on our electronic system. If someone falls, we have a procedure we follow. It works for the team.”

We observed staff responding to people's needs in a timely manner.

The registered manager told us staff had access to a variety of employee assistance programmes offering counselling and providing health tips. This included a phone application supporting staff to help them manage their stress levels. Comments included, “The registered manager is amazing. If you are worried about something, and [the registered manager] will put your mind at ease. I couldn't ask for more”, “The registered manager is approachable. There isn't anybody who isn't approachable here. Staff can come to [the registered manager] in an emergency” and, “You can ask to adjust your hours if you have a doctor appointment.”

Supervision meetings were used to discuss staff’s wellbeing and workload. Staff felt supported and able to come to the registered manager with any problems they had.