Belgravia 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.

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 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.

We observed staff interacting with people in a kind and gentle way and people told us staff were respectful. One person told us, “The staff here are just lovely. They are kind and although I need some help with personal things, I am treated with respect.” A relative described staff as, “Always friendly and nice.” A further relative said staff were, “Very friendly and very caring.”

Staff protected people’s dignity by affording them privacy when this was appropriate. People could choose to lock their bedroom doors and privacy locks were fitted to toilets and bathrooms.

During the assessment we observed staff interacting with various health professionals. The interactions we saw were polite and professional and supported collaborative working.

The provider treated people as individuals. Relatives told us they felt staff knew their family members well. A family member said, “They know [my family member] well.”

Our observations showed us staff knew people’s backgrounds and histories. We observed staff speaking with people about their interests and planning their day with them. Care records we viewed contained information on people’s lives, what was important to them and their preferences.

We observed staff supporting people’s preferences. For example, one person had chosen to have their room decorated in their favourite colour, another person chose to eat their meal in their private room. This demonstrated staff had an awareness of people’s individual wishes and respected these.

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

A person shared how staff helped them understand medical advice so they could consider this. They said, “I have had a few hospital appointments since being here and the home have supported me with getting there and understanding what the outcome was.”

Activities were provided to support people’s interests and hobbies. These included a ‘Keep Fit’ activity, support to follow a faith, and visits to local pubs. Records of meetings showed that people were asked to suggest ideas for activities and whenever possible, these were introduced.

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.

A person at the service was seen to become upset and staff responded to them immediately with compassion and kindness. They spent time with them and the person became calmer and happier as a result.

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

Staff consistently told us they felt valued and appreciated by the management team. A staff member told us how proud they felt at being praised in the monthly information newsletter for the work they had done. Staff told us they were listened to and consulted if changes were made that impacted on them and they felt they were considered as individuals. For example, the hours of working were changed after seeking the views and opinions of staff.

The provider had enabled a staff member to have specific training in mental health. They had arranged for a staff member to attend training to become a ‘mental health first aider’. This enabled staff to seek guidance and information on support services if they wished to do so. In addition, the registered manager told us if staff required additional support this would be arranged, or they would sign - post staff to appropriate resources.