Leazes Hall 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.

People and relatives spoke positively about the care people received, describing staff as caring and kind. One person told us, “The care is fantastic.” A relative told us, “My loved one was poorly when they first came. Now, they are the best they could be and they’re happy.”

During our visit we saw numerous examples of kind and compassionate care being provided, with staff treating people with dignity and respect. People looked happy and relaxed in the company of staff. Staff spoke about people respectfully and with fondness.

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 and used their knowledge to deliver personalised and empowering care.

Care plans were person-centred and focused on people’s individual needs and preferences. Staff respected people’s wishes. One person said, "I prefer to be in my room. I can manage most things myself, but staff help me to shower. I have my breakfast and lunch in my room but like to join others downstairs at teatime. This suits me best because I have my privacy, but a bit of socialising as well.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff explained things to people in a way they understood, seeking their views and respecting their decisions. Staff supported people to be as independent as possible, without compromising their safety.

People told us staff listened to them and respected their choices.People were supported to lead the lives they wanted and their rooms were personalised and decorated in line with their choices. Care plans contained personal information staff needed to provide care and support to meet people’s needs and preferences.

One person said, “Staff are always there for me. I love the staff and they let me be myself. I do need help sometimes, but they always know." Another person said, "I love my room. Staff know this but they always pop in to see me. I go shopping for clothes and that's my favourite thing. I’m a fussy eater but they give me things I like.”

There were a variety of group and individual activities available for people. People told us they enjoyed the activities.

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 noticed when people were anxious, unwell or distressed and took prompt action, including contacting health professionals and updating families. Staff recognised when people expressed discomfort, pain or distress in different ways, including through verbal and non‑verbal cues. They responded appropriately and in a timely manner.

Staff worked flexibly and prioritised people’s individual needs rather than following rigid tasks. Staff worked closely with families and professionals to make sure people were comfortable, and care plans were updated as required.

One person told us, “I’m really well looked after. Everything I need is here and the staff are very good.” A relative said, “It’s the care that makes this place good.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The provider effectively promoted workforce wellbeing, with staff telling us they felt supported in their roles.

Staff described a warm working environment and appreciated the flexibility with working patterns which allowed them to have a good work-life balance which promoted their well-being.