280-282 Wells Road

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 service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question good. At this inspection the rating has remained as good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People told us they felt listened to, their feelings were respected, and staff were mindful of their privacy. We observed interactions between staff and people who use the service and saw these relationships were caring and compassionate, enabling staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. One person told us, “The staff at Wells Road look after me.”

The service 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. We found people’s care records reflected their needs. This included people’s likes, dislikes and preferences on how they wished to be supported.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s personal preferences and needs were considered. For example, people could choose when they woke up, what they had to eat, and when they had a bath or shower.

The service 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 communicated in a way people could understand. Staff spent time getting to know people and how best to support them. For example, staff had supported a person with a reduction in their anxieties since moving into the service. A staff member told us, “I am proud of where we are with [person]. We are here to support [person] to make them comfortable”.

The service cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care. Staff told us the provider looked after staff wellbeing and there was a range of services available to staff to promote good health.