Wellington Care Head Office

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 supported in a kind and caring way by staff they liked and felt comfortable with. People received care and support which met their needs and abilities, and the service involved them in making decisions about their care and support needs.

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 were treated care and with kindness and their privacy and dignity respected.

Staff spoke with kindness about the people they supported. One member of staff told us about a person, “[Name] is a lovely person and highly intelligent.” It was evident they knew people extremely well and understood their interests and preferences.

Partners had no specific feedback on this area.

People told us they were happy with how they were treated.

Staff recognised people’s individuality. One told us, “[Name] changes their own bedding every day choosing what colour they want, and will do this themselves – we [staff] will just be there if help is needed.”

Care plans were focused solely on the individual with person centred care being the main emphasis, ensuring that people’s care was personalised, and people were treated as individuals. Information included aspects of people’s care including their individuality. For example, one person’s ‘All about me’ plan included how they chose to celebrate their birthdays, and their dreams to travel to a certain country.

People were supported to maintain their independence.

Staff told us of the importance of supporting people with their independence. One told us, “[Name] will discuss their life openly with you and tell you what they prefer. They have their own home, enjoy gardening, bowling, shopping and alternative music.” The registered manager told us, “Staff have conversations daily with [Name of person], and allocated time at the end of week to write shopping lists. If we are reviewing things, people are involved. For example, [Name] said they didn’t want bread buying as it was wasting their money, so they decided to buy a loaf of bread and freeze it in 2 slices. People are supported to live their lives as they choose and have the skills to achieve that.”

Care plans contained goals and outcomes for people, including how best to support people during times of anxiety. Care plans were individual, and included agreed goals and ways in which people could maintain their independence, and described any areas were people required some additional support or guidance.

One person told us, “Yes” when we asked them if they had choice and control about their support.

Staff gave examples of responding to people’s needs. One told us, “We [staff] need to encourage [Name] to eat and we take the lead with food. Any meals we will prepare as they won't do this themselves, but will eat if we cook it.” The provider supported people with their mental health, and we saw staff were equipped to support people should they go into crisis. Personal behaviour support plans were in place and staff had access to contact details for different health professionals they may need to contact when a person required additional support.

Staff told us they were happy working for the service. They told us they felt supported and valued by management, and this had improved recently. Comments from staff included, “I most definitely feel valued, our opinion is asked for and we are involved.”

There was a clear organisational commitment and action to ensure there was equality and inclusion across the workforce. For example, lone working risk assessments, and out-of-hours support to call should staff need any support out of hours. An open-door policy encouraged staff to speak to the registered manager should they have any issues. One staff member had gone through a stressful period in their personal life which was impacting their physical and emotional health. The provider had arranged for the person to work different shifts and accessed multiple counselling sessions for them to support their mental health and wellbeing.