Winncare

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. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 felt they were treated with kindness, compassion and dignity in their day-to-day care and support. A relative said, “Sometimes staff stay and chat which is good. They’ve built up a good rapport so now [person] has confidence in them.” People’s privacy and dignity was respected and upheld at all times. Staff members gave examples of how they protected people’s privacy. A staff member explained, “I will cover [person] as much as possible when delivering personal care, and always shut the door.”

People’s individual needs and preferences were understood and reflected in their care and support. Staff confirmed they knew people well, and we saw staff treat people like individuals and were familiar with their needs and preferences. A staff member said, “It’s a small team, we all know people well.” People’s communication needs were met to enable them to engage in their care and support to maximise their experience and outcomes. Whilst some information around people’s communication needs lacked detail, people confirmed staff communicated with them in a way they could understand; helping to improve well-being and prevent social isolation.

People were supported to have choice and control over their own care and support, and to make decisions about their care and well-being. Care plans promoted choice and control, and we were told staff helped people make day-to-day choices such as what to wear or what to eat. Staff gave examples of how they supported people to be more independent, and care plans detailed what people could do for themselves. They supported people to use a range of appropriate equipment, which maximised their independence and outcomes from care.

People’s needs, views, wishes and comfort were a priority and staff quickly anticipated these to avoid preventable discomfort, concern or distress. A relative told us the service had provided additional visits outside of the usual agreed hours, to attend to personal care needs and help prevent discomfort. Staff explained how they knew people well and could tell if they were in pain or distress by reading their body language, facial expressions or changes in mood.

People received safe, effective and person-centred care as the provider recognised and met the wellbeing needs of staff, including the necessary resources for safe working. Staff told us they felt safe at work and agreed their workload was manageable. The registered manager advised staff were provided with torches, and people’s homes were risk assessed to help ensure staff safety. People were supported by staff who felt valued by their leaders and their colleagues. Staff were recognised for good work via the service’s ‘employee of the month’ initiative, in which they were awarded a certificate and gift voucher.