GHC Nursing 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 themwith compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating hasremained. 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 told us and we observed staff treating people with kindness, respect and empathy. For example, one person was not feeling well and wanted to go back to bed during lunch time. Staff respected their decision, were compassionate and kind while transferring the person from dining room to their bedroom. People and relatives told us staff were caring. We were told, “I’m highly satisfied with the care. They always seem to be caring for them. Always popping in to see if their ok. Always, clean, well shaved. The staff are very friendly. They [staff] tell me if they not eaten their dinner or if their upset.”

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. Whilst care plans had not always involved people, staff had got to know people well and knew how to support people. People told us staff knew them well and if changes were made, these would be told to people. People who were living with dementia were supported as individuals and provided with items to support their wishes and reduce any distress. One relative told us, “They give [relative] a cloth, as they like to clean.” We also observed a person looking after a baby doll and it was providing them with positive emotional and wellbeing support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Improvements had been made, and we observed care was now person led rather than staff led. People had the rights to make their own choices and had more control over when they received their care and at what times. For example, people were asked by staff what they would like to eat, drink and do with their time. People were provided with equipment to support them to be able to eat their meals as independently as possible. People could easily access their friends and family. There were no restrictions on people having visitors to the care home. For example, we observed a person’s wanting their daughter to support them with eating their lunch time meal and this was respected by staff.

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 knew people well and observed them to ensure their needs were met and that they were not distressed. Nursing staff was in place daily; they acted to address any health concerns and could respond quickly if people were in distress or showing signs of pain. We observed staff responding to people who required care and support when they wanted by care staff. One person told us. “My wife took me out. When we got back, I had an urgent need to go to the toilet. I told them [staff] they sprang into action. It was very dignified.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us since the new manager had started, the increased staffing levels had impacted their wellbeing at work positively. Staff feedback demonstrated they appreciated the help and support the deputy manager provided on shifts, which had allowed people to receive better person-centred care.