Goldenview Care Home

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.

This is the first assessment for this newly registered 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People received kind, compassionate and person‑centred care from a staff team who demonstrated genuine warmth and commitment to caring for people. Staff knew people well and took time to understand their preferences, routines and communication styles. This helped create an environment where people felt comfortable and valued.

Staff consistently interacted with people in a warm, respectful and dignified manner, using positive language and offering reassurance when needed. Our observations showed staff were attentive, patient and sensitive to people’s individual needs, adapting their approach to ensure everyone felt included and listened to.

One person said, “I really like it here.” A relative said, “Staff are nice and friendly and the senior members of staff sort people out nicely. All the nurses are lovely and friendly too.” Another relative said, “It is just wonderful here. [Name of relative] is so happy and gets on well with all the staff.”

The provider 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.

Staff knew people well which enabled them to provide support that was tailored and individualised. By understanding people’s preferences, communication styles and daily routines, staff were able to adapt their approach and deliver care that reflected each person’s needs. People had life story care plans which gave detailed accounts of histories

A member of staff said, “We know people well; we know people’s choices, some people can tell us, some people may need some more prompts, but we know what people like.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to be as independent as possible, which was particularly important given the purpose of the Discharge to Assess (D2A) beds. Staff focused on enabling people to regain or maintain their abilities which helped ensure that people did not leave the service less independent than when they arrived and instead were supported to move on safely. Staff encouraged people to take part in daily tasks, make choices and remain actively involved in their own care, promoting positive outcomes and successful transitions.

The provider 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 were able to understand people’s needs well, even though some people spent a relatively short time at the service as part of the D2A pathway. Staff were able to spend meaningful time with people through 1:1 care, so were able to identify when someone required help, reassurance or additional support.

The use of 1:1 support enabled staff to gain a greater understanding of each person’s needs, preferences and potential triggers. This meant staff could recognise early signs of changed or distressed behaviours and were prepared to respond quickly and appropriately. Timely interventions often helped prevent escalation, promoted people’s wellbeing and ensured care remained safe.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff were well supported which was clearly reflected in the quality of care delivered. The support they received helped them feel confident in their roles and contributed to consistent, person‑centred practice across the team.

Staff who were recruited from overseas and who were new to working in the UK were provided with additional support and an extended induction period. This ensured they had the time, guidance and supervision needed to understand local systems, policies and expectations, helping them feel comfortable, confident and well prepared to deliver safe and effective care.