Priscilla Wakefield 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

At our last inspection in May 2022, we did not look at the question of caring. We found the rating for caring was good during this assessment. People were treated with kindness and compassion and staff were respectful of people’s individual wishes, preferences and needs. A person told us: “I feel listened to and very supported” and another person said: “the staff are great, and they are like my friends. They really know what they are doing”. Staff felt supported within their team and spoke positively of the atmosphere of the service.

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 service treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff treated colleagues from other organisations with kindness and respect. During our visit, we witnessed pleasant interactions between staff and people. People and their relatives told us that staff were caring and respectful. A relative told us: “The atmosphere in the home is very warming, and the staff have good interaction with us, and you are acknowledged and made feel welcome. The overwhelming majority of the people we spoke to told us staff were respectful when offering them personal care.

The service offered people personalised care, ensuring that each person's needs and preferences were met. People’s strengths, abilities, aspirations, cultural backgrounds, and unique characteristics were taken into account and respected. The service responded to the varied communication needs of people in order to enable them to engage in their care, treatment, and support to maximise their experience and outcomes. For example, translations and interpreting services were provided as needed for a person using the service.

During mealtimes patients were offered alternatives if they did not want to eat what they had ordered. Observation showed that the lunch was not rushed, and staff were seen not to be rushed in serving or assisting people that required help to eat.

There was a wide range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment including mobility aids. Care plans included a first page on the patients likes and dislikes however it was not clear if this was reviewed or completed on admission.

We observed people being supported by staff to be as independent as possible, and support needs were discussed during the staff handover meeting.

We saw people going out to activities within the local community with varying support depending on their needs.

People had opportunities to go on leave for activities outside of the service, including shopping trips, attending church services, swimming, a walking group, and day trips.

People told us staff make time to have a chat with them even during busy times. A relative told us: “The care is really good; they cater for all his needs and any concerns are dealt with quickly. I have no concerns.” A person who lives in the service told us: “You couldn’t stress enough how amazing the staff are. They come as quickly as they can” and another: “I feel listened to and very supported”.

Some relatives informed us of some issues they had delayed response by the provider. We raised these with the service and we saw evidence of appropriate action having been taken, even though in some cases relatives felt issues could have been addressed sooner. The issues were mainly around waiting times for people’s personal care.

From our observations during our assessment visits, people’s needs were met in a timely manner and people were not waiting for care.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.