Wurel 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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and their relatives were positive about the staff who supported people. Comments included, “They are lovely, really chatty and kind. Show a genuine interest” and, “[Staff] were so calm with [my relative] and patient.”

Staff spoke about people in a kind and respectful manner. One staff said, “I always look forward to seeing the service users as they are all very kind and lovely.” Staff knew how to protect people’s dignity. For example, by ensuring doors and curtains were closed when providing support with personal care and encouraging people to wash areas of themselves where they could do so.

Information in people’s care plans about their protected characteristics was mixed and more information was needed in some areas, for example, where they might need support such as gender and sexuality. However, staff knew people well and the people using the service were also supported by relatives. Staff were able to tell us in detail about people’s needs and preferences and people had a say in their care. One relative told us, “[The staff] are friendly and always ask if there is anything else they can do.” We raised this with the provider during the inspection and action was taken to improve the information in care plans and ensure people were asked this information in future.

Staff understood the importance of supporting people to increase or maintain their independence as appropriate. One staff said, “We try to encourage [people] to do things for themselves.” Staff gave examples, such as encouraging people to remain mobile and wash where they could reach during personal care. Support with rehabilitation was provided by health care professionals. People and their relatives told us staff discussed their rehabilitation goals with them and provided encouragement where this was appropriate.

Staff knew people well and knew when they were upset and needed support. For example, staff were able to tell us how one person would communicate they were unhappy. People and their relatives told us they could contact the office if they needed to do so to make changes to their care. One person said, “I have not had a problem getting hold of someone, if I can’t get through, they always call back.”

The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to deliver person-centred care. Staff told us they felt well supported by the provider. Staff said the provider was accessible to them if they needed to discuss a concern. One staff said, “I am sure if I needed anything from [the provider] I am sure he would be there.” Another said, “I feel he gives me my own respect as a worker.”