Wilton Place Care Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We reviewed 5 quality statements in this key question.

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.

Without exception, people and relatives told us staff were kind and caring. We heard many positive comments about how staff were compassionate, understanding and consistently delivering very good care. Comments from people and relatives about the staff included, “The care is really good, we are very happy with it, we could not ask for more”, “The care is excellent. All the residents are engaged and living as full a life as possible. They [staff] are there for the families as well as the residents” and “In the top echelons of caring staff I would say. The night staff are as good as the day staff.” People and relatives told us staff promoted their dignity and were respectful in their approach, including delivery of personal care. Comments included, “Personal care is very good, they [staff] allow independence, but help is readily available. No one is rushed” and “[Relative] needs plenty of help with personal care but it is done well, it has exceeded our expectations.”

Staff shared ways in which they provided care which promoted dignity, respect and was mindful of people’s privacy. Staff spoke with us about people’s needs and care in a respectful way. Staff used appropriate terminology and were also respectful of their colleagues. The registered manager shared examples with us of how staff had respected people’s privacy which was very much appreciated by their family members.

All feedback we received from professionals said the staff team at the service were kind and caring. Comments from professionals included, “I have seen good care. I think they [staff] are caring. I don’t have any concerns with the interactions I have seen when I am there” and “This is something I witness every time I enter the building, the staff even down to the cleaners and chefs are kind and polite and respectful.”

During our observations at the service, we saw care was delivered compassionately and respectfully. Staff had time to spend talking with people and it was evident staff knew people well.

People were being cared for and supported by staff who knew their individual needs and preferences. No agency staff were being used so people were seeing the same staff consistently. People and relatives told us the care was good.

Staff talked to us about people’s needs and the importance of providing good person-centred care. Staff told us they had care plans to read but they also had time to talk to the person to find out about likes, dislikes and needs. Staff also said they could find out about people’s needs from any relatives.

We observed people being cared for in a person-centred way. Staff knew people’s needs and were communicating with people effectively.

People’s care plans recorded individual needs and how care was to be provided. Assessments of people’s needs considered people’s protected characteristics such as religious and cultural needs and any disabilities. If people had identified religious needs and were practising their faith, staff organised for external clergy to visit regularly. There was a regular church service available to people every Sunday.

People were able to enjoy visits from friends and family whenever they wished. People could entertain visitors in their own rooms or use communal areas around the service. There were quiet and private areas around the home if people wanted a more personal space. People told us the staff promoted their independence. One person said, “I like to be independent. I choose what I want to wear, and I manage to dress myself. They [staff] help me to shower when I want a shower.”

Staff recognised the importance of promoting independence and encouraging people to maintain their skills. One member of staff told us, “There was 1 [person] who is independent, likes to help in the kitchen. So, I always ask [person] to help me to set the tables and wash up. [Person] likes to help others it helps them feel better about themselves.” Another member of staff told us, “We give people the opportunity to make choices, where do they want to sit, what do they want to wear. We are carers but we don’t do everything for [people], or they will lose those skills.”

We observed staff promoting choice and encouraging people to make their own decisions. For example, for people with dementia, at lunchtime staff showed them options on plates. People were able to see and smell what was on offer before making their choices. We observed people could choose to join in with planned activities and trips out in the local community. People were making good use of the bistro area at the home and could help themselves to refreshments.

The pre-admission assessment process recorded people’s needs across a range of areas including people’s social needs. There was a ‘resident of the day’ process which made sure people’s records were regularly updated following a discussion with them. There were regular ‘resident meetings’ where people could decide what activities and trips they wanted to see and do.

People had care and support from staff who were responsive to their needs. Staff and the registered manager knew people well and knew how to communicate with them, reducing any anxieties people had. People and relatives told us the service was a calm environment which they appreciated. One relative told us, “There is always an upbeat and positive atmosphere. The manager has a coherent team and is always up to date with what is going on with residents.”

Staff demonstrated good knowledge of people’s needs and preferences. Staff spoke fondly about the people living at the service and wanted good outcomes for them.

We observed staff responding to people in a timely compassionate way. For example, one person did not like their meal and wanted something else. Staff responded immediately to give them an alternative. We observed there was a calm and relaxed atmosphere. Staff were not rushing around and were taking time to engage with people.

All the staff we spoke with enjoyed working at the service and knew where to go for any support regarding their wellbeing. Staff told us they were well supported by the provider, management and their colleagues. The registered manager told us they had an employee of the month process. People, relatives, staff and visitors could nominate a member of staff for this award. Staff who had most nominations were chosen as employee of the month and received a voucher.

There was a range of support for staff wellbeing. Staff had their own rest room where they could make drinks and light snacks. Regular breaks were planned into staff working patterns and staff had set rotas so they could forward plan time with their friends and family. The provider had various resources available to staff accessed via applications on their phones. For example, this includes a free and confidential helpline to discuss any concerns staff had in any area of their lives. Staff could access GP appointments and mental health support. Staff working at night had regular visits from management so they could share their views.