Turn Furlong

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

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 were treated people with kindness, empathy and compassion and staff respected their privacy and dignity.

People described a caring and respectful staff team. Comments included: “Whole place is fantastic, and I am happy to have all this area for myself”. “It’s lovely place and the [staff] are all lovely and kind.” “Staff respect my privacy; they know I like to go to bed late and I stay in bed, so no need for me to rush”.

All the staff we spoke with demonstrated a high level of compassion towards people. One staff member told us how they “enjoy” working with the people and they spoke very fondly of people, saying, “serving [them] was a privilege”.

Staff understood and respected the individual needs of each person and showed understanding, a non-judgmental attitude, and a desire to maintain their dignity when providing care for them. One staff member commented, “It is sometimes hard, but I don’t take things personally, [people] don’t mean to be like it at me, as it can be their dementia affecting them”.

Staff treated colleagues from other organisations with kindness and respect. During our on-site assessment we saw kind and respectful interactions between people and staff and the atmosphere was calm and relaxed. Even when staff were busy, they retained their caring and professional composure in their interactions with people and each other.

People were treated as individuals.

Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People recognised they needed high levels of support from staff but valued the fact their preferences and choices were known and respected.

During our on-site assessment we observed exchanges which demonstrated staff knew people as individuals. One person told us, " Staff here are respectful”.

A relative commented, “There is nothing wrong with the care and staff at [Turn Furlong], it’s very nice and they are all hardworking people”.

Some people had chosen to have a higher level of privacy and control over their bedrooms. This was documented so staff and visitors to the home could respect people’s rights and choices. Staff received mandatory training in equality and diversity and explained how they adapted their approaches in response to people’s personal preferences.

People’s independence was promoted. A person explained how they had been able to maintain control over one aspect of their clinical care. This person commented, “I only use my wheelchair and its working well for me because I can move them myself so I move around whole ground floor -its big space. I don’t want to lose my hands if I lost possibility to walk.”

People could make their own choices about what they wanted to do and could enjoy unrestricted visiting in the home. A staff member told us,” We tell relatives when people come in that they can visit whenever they want”.

People were encouraged to participate in activities. Families were also encouraged to join in with their loved ones making activities as inclusive as they could be. A staff member told us, “In the warmer months staff volunteer and people can plant pots and seeds and sit in the garden”.

A family member shared with us, “Sometimes our [relative] is isolated in [their] room due to [their] mobility issues and only just started to come out to the dining room this week”.

Staff understood person centred care and were able to explain how they ensured people were given choice and control in their lives. Staff spoke positively and warmly about people and gave examples of person-centred care, one staff member said, “Give people choices still they can often make at least some choices, things like what they might like to eat. We chat with people to find out about their history, or their family tell us things about what they like and don’t like. I like to be friendly with people without prying, just a few questions and it starts a conversation. I treat people as I would like to be treated”.

Staff had reasonable expectations about how people spent their time and understood people did not need to be constantly involved in therapeutic activities.

There were systems in place to ensure staff understood the importance of independence choice and control. This included staff training, and the on-going monitoring of staff practises through observation and supervision. The partnership work through the employment of the therapy team demonstrated the providers commitment to promoting independence. Reviews of people’s care were undertaken, and people and relatives were actively involved.

People and their relatives told us people’s day to day needs were being met. Comments included: “Staff leave me to do as much as I can, but I ask for help if I can do things, like to get up from chair, I am so grateful to all of the staff for their help with my [relative]. You have helped me face what comes next".

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff understood the importance of communicating with people to ensure their needs were known and met. We saw staff responding to people’s immediate needs. During our on-site assessment, the emergency alarm sounded in a person’s room. Staff responded promptly and in numbers to ensure the person’s safety and immediate needs were responded to without delay.

The provider listened to and understood people’s needs, views and wishes.

Staff told us they felt supported by their team and the wider staff group. They told us if they had an issue, they felt they could raise it with the management team, and they would be listened to.

One staff member told us,” The management are brilliant, I would be confident to share concerns if I had any”.

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