Woodford 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

We assessed all the quality statements in the key question of caring and found improvements had been made. People were now being treated as individuals, their rooms had been personalised and represented their interests. People were supported to be as independent as possible and decide how they spent their time. People were encouraged to follow their interests and keep occupied with activities. Staff were supported to fulfil their roles and people’s needs were responded to.

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 and their relatives told us they were supported by staff who were kind and caring, people’s comments included “Staff are nice to you” and “Nothing to complain about here”.

“I would describe Woodford House as caring. I would actually be happy for my mum to come and live here if she needed to, I know she would be safe and well cared for. I would not want to work in a place where I didn’t feel like that”.

Healthcare professionals we spoke with said they saw some nice interactions between staff and people where staff were being patient and kind.

Throughout the day, we observed staff supporting people with kindness and compassion whilst maintaining their dignity. People were supported to make their own decisions about their meals and given support when they needed or requested it.

Relatives told us that people’s individual needs and preferences were understood. One relative told us “They always call [them] by [their] name and make sure they talk to [them]”. Another relative described how staff had supported them to communicate with their loved one in different ways when their needs changed.

Staff told us because they had a smaller number of people living at the service at the present time, they had more time to spend with them, getting to know them well. This included people’s families and friends, as staff had the time to chat with visitors, or on the phone when they called.

During our assessment, we observed staff providing appropriate personalised support to ensure people's needs were met. Staff were respectful of people's preferences.

People’s bedrooms were personal, where people had photographs, pictures and ornaments that belonged to them. This created a homely atmosphere and a place where people could enjoy time on their own. All rooms had a display box outside to help people to distinguish their rooms. It was clear people, or their families had been involved in setting them up. Each box displayed something different that meant something to the person whose room the box was outside of. Some people had photographs of them and family members, some with children and grandchildren, one person had a photograph of their wedding in 1964, one of the football team Tottenham Hotspur and a personal photograph. Information displayed for people was often in easy read or picture format to help people to better understand what they needed to know. Meal menus were displayed in photograph format as well as written to give a visual display. People who could not make up their mind at meal times were shown 2 dinners to remind them of their choice or to support them to make a different choice. People’s care plans were a work in development in places as some needed to record more personal information, so all staff knew what had been the most important things to people during their life, and what they continued to hold dear now. Such as their values, beliefs, how they spent their time and who was important to them.

People were supported to see their friends and family regularly. Relatives told us they felt welcome to visit their loved ones when they wished “I would sit down and someone would get us both a cup of tea and biscuit, little things like that matter”.

“People do have a choice of activities. They didn’t used to but now we have an activities co-ordinator who is really good. They have things going on, and visit people in their rooms. Staff also do some activities, but the activities co-ordinator is a benefit”. “The activities co-ordinator is great, and I am so pleased she has joined us. She manages to get people involved and encourages everyone”.

Staff were observed supporting people to make choices around their meals and aiding independence by supporting with tasks rather than doing them for people. During the afternoon activities, people were supported by staff to choose whether they wanted to handle small animals as part of an interactive experience. People were supported to maintain their independence. Some people were walking around unaided, and some people used wheelchairs they self-propelled which meant people were able to access the areas they wished when they wanted to. A snack and soft drinks station was available throughout the day for people to help themselves when they wished.

Activities had improved. An activities co-ordinator had been recruited who positively encouraged people to get involved. They spent time getting to know people and finding out how they liked to spend their time. Residents meetings were held where people were asked what else they might like to do with their day and where they might like to go on trips out, such as shopping or to look at the plants in garden centres.

Relatives told us that staff responded to their loved ones’ needs quickly and efficiently. One relative described how staff supported their family member who could become anxious when they left them “They would distract [them] when I’d gone and it made it less traumatic for me. I can’t thank them enough”.

Staff told us they had been able to get to know people well due to the lower numbers living in the service at present. They said they felt they could respond swiftly to peoples changing needs, due to knowing people well and because they had enough staff to notice and respond.

Staff were attentive to people they provided care to and we observed good interactions between staff and people. Staff were understanding of people's varying communication needs and gave assistance when needed.

Staff told us they were supported well, both in their work and personally, by the registered manager. They said they could go to them with anything, including issues outside of work, and they had been supported well, rearranging shifts or giving time off at short notice. Staff told us this impacted on their work, and they worked well as a team as there was a culture of support and care. “I am very well supported. (The registered manager) is the best manager ever and very supportive of everyone – its why we all work so well together”. “(The registered manager) has been very supportive and you can go to her with anything. Things wouldn’t be as good without her”.

Regular staff meetings were held and staff felt able to raise concerns or to share ideas for improvement. The registered manager met regularly with activities staff where ideas were discussed and the registered manager gave constructive ideas to activities staff how to engage with people more so everyone had the opportunity to join in an activity that suited their needs, wishes and abilities. Action plans were completed following meetings to progress the areas discussed.