Polesworth Group Friary Road

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 80 (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 told us they liked the staff and described them as kind and caring toward them. Relatives consistently gave positive feedback about the staff team and felt their loved ones were well care for.

We observed staff on shift consistently treated people with kindness, empathy and compassion. Staff spoke politely with people and used gentle touch, on the arm, to offer reassurance to people when needed. Staff engaged with people throughout our visit but also gave space if they wished to have time in their bedroom or to watch TV in the lounge.

Staff gave us examples of how they promoted privacy and dignity toward people. One staff member told us, “Some people need more help than others with personal care, but we ensure dignity is maintained whatever level of support people need.” Another staff member told us, “[Name] needs me to shower them, so when they step out of the shower, I make sure I have their dressing gown ready for them.”

Staff worked in a professional way, whilst treating people living at the home as equals. When talking about other healthcare professionals, such as community nurse, staff were respectful.

The provider and staff team were committed to treating people as individuals, ensuring support was person-centred in meeting people’s aspirations. They were exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Some people living at the home had interests in arts and craft work and told us about items they had created. The management team had enabled 4 people to take part in a ‘Threads of Remembrance’ project that was commissioned by the National Memorial Arboretum. This involved people working with a mosaic artist, at the Arboretum, with the project aim of creating a piece of artwork to be displayed for public viewing.

Several people living at the home had individual passions for music, dance and drama. They spoke highly about ‘Move It’ – a community movement project including music,dance and drama group with an objective of developing skills and confidence and also with an end of year performance (December 2025). Some people enjoyed being on stage and others enjoyed supporting ‘behind the scenes’ for the production, which was attended by friends and relatives. People’s individual strengths and abilities were recognised and facilitated. One staff member told us, “The impact has been huge on people in developing confidence.”

One person showed us a DVD clip of themselves performing in a play. They told us, “Staff help me learn my lines. It was Romeo and Juliet last year and now I am learning for Taming of the Shrew. Staff help me lots and I love to do my drama class.”

Two people living at the home had a passion for outdoor gardening activities. They chose to volunteer with the Polesworth Group Homes maintenance and gardening staff member. Whilst this staff member gave support with the gardening activities, the volunteers were proud to wear the same ‘maintenance and gardening’ uniform as the employed staff member. Both people told us they ‘loved’ their job doing gardening for the different homes operated by the provider. One person told us, “I don’t like it if it’s too wet and we can’t do the gardening.” They also told us, “I enjoy painting work, I painted the sheds in our garden.” The other person said, “It’s great, I like my job” and pointed proudly to the logo on their sweatshirt. Both volunteers received the same reward recognitions as the staff member that included a Christmas hamper and meal out.

Prior to living at the home, 1 person had been barred from a local café. Since living at the home, this person’s social skills, behaviour and outlook on life had positively changed and staff had enabled them to develop as an individual. A staff member told us how they had encouraged café staff to give this person a ‘second chance’ which led to this person now being able to enjoy a coffee at the café with friends.

Staff recognised 1 person had a very close relationship with their relative, whom they had previously lived with. A staff member told us, “When we are out in the community and we might see some flowers for sale, I say would you like to get [name] some? It’s their choice, but I offer them the opportunity to spontaneously get a gift for their relative and then we just call in on our way home. It’s not just about birthdays and set dates, but about helping that individual maintain a special relationship with their relative.”

People’s individual choices and protected characteristics, including sexual orientation, were respected. Staff had ensured 1 person had been given advice about sexual health, so risks of potential infection were reduced.

Relatives gave positive feedback about how the staff treated their loved one as an individual and felt staff knew them very well. One relative told us, “I can’t give specific examples of how well staff know [name] but it is a culmination of lots of little things the staff do, and it all adds up to produce a caring and loving home for [name].”

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 and given opportunities to make meaningful choices about how to spend their time. We saw 1 person suggest to 2 others they had a game of snooker. A staff member encouraged 1 person to fetch their individual cue from their bedroom, and we saw 3 people laughing together in the ‘sports shed’ while playing snooker.

Staff on shift during our inspection demonstrated a passion in promoting people’s independence. One staff member told us, “We get to know people well and what they can do for themselves and what they need help with. It’s important we do not take away their skills, but we promote these and develop them.” This staff member added, “[Name] moved to live here and had never made their bed, but there was no reason why they couldn’t, so I always say, let’s put on a new duvet cover together and we engage together to achieve things. It’s so much better for them, they feel valued and enjoy doing simple household things together.”

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.

People told us, and we saw during our inspection visit, that staff were available and attentive to people’s needs. Where people chose to spend time in their bedrooms, staff periodically checked on their wellbeing.

During our visit, it was a warm day and the new patio door and windows were open. A bumble bee flew into the lounge, and 1 person became anxious about this. The CEO was in the lounge and reassured the person immediately and ensured the bumble bee flew back out of the window. This calmed the person who then continued to enjoy their lunch.

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

Staff spoken felt supported by the management team. One staff member told us, “When I started working here, all the staff team were welcoming and supported me to learn about people living here and the routines. Training is offered and I think it is a good place to work.” Another staff member told us, “I am due to retire really, but I love my job, it’s a pleasure for me to come to work.”

Staff received one-to-one supervision, access to training through online sessions and some face-to-face taught sessions. Team meetings took place and staff told us they felt they could contribute to these.

The provider had information and support systems in place for staff wellbeing. For example, information was available to staff on Mental Health Support access. Staff could access nationally recognised mental health support and wellness groups.