OLIVE ROW 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 requires improvement. At this assessment the rating has changed to 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 described how they preserved people’s dignity by ensuring privacy when receiving personal care. A person told us, “Staff are kind to me.” Relatives told us, “Staff are all good, I’m happy [Name] is being looked after as they should be” and “I find [staff] are really lovely people, always willing to help.”

Staff treated colleagues from other organisations with kindness and respect. A visiting health professional told us, “People are always well presented and looked after.”

The provider had a proactive and positive culture of safety based on openness and honesty. The provider had identified the recording of accidents and incidents did not give them the detail they needed to make improvements and learn from incidents. They worked with staff to improve their competence in recording which had enabled managers to accurately review incidents for patterns and themes to help prevent future occurrences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. For example, people had adapted cutlery where required so they could eat without needing assistance. A person told us, “It’s corned beef hash today, I don’t like it, so I am having a burger.” A relative said, “[Staff] are very good, if [Name] doesn’t like what they have, they ask them what they would like instead.” People stated their preference for male or female only care staff and this was provided. People chose the times they got up in the morning and when they went to sleep at night. A relative told us their relative liked to observe activities they said, “[Name] likes to be in their room or if there are activities they will watch, they wouldn't join in, [Name] was the same at home, quiet.”

The provider had a proactive and positive culture of safety based on openness and honesty. The provider had identified the recording of accidents and incidents did not give them the detail they needed to make improvements and learn from incidents. They worked with staff to improve their competence in recording which had enabled managers to accurately review incidents for patterns and themes to help prevent future occurrences.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The provider held frequent meetings with staff. A representative of the provider told us, “We ask staff, ‘What is making your life difficult?’, by staff sharing their experiences we can make improvements to their working life and the care of people at the service.” A member of staff told us, “I am proud of the improvements that have been made, the quality of care has improved.”