Larchmere House 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 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 staff were kind, friendly and approachable. We observed a number of positive interactions throughout the inspection. Staff had an open, friendly rapport with people and most staff knew people very well. Care provided was person centred, people were treated with respect and were supported to spend their time how the chose. Staff knew people’s personalities and preferences and were able to ensure people were comfortable and happy.

Relatives told us, “It is ever so friendly and caring” and “I am happy that she is happy, she has made some friends. There’s not too much rigidity, very friendly and homely. Everybody is so kind.” People told us, “Staff are very good, they respect me, treat me normally, they pull my leg”; “Staff are very kind to me, we can banter” and “I feel contented here.”

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. We observed staff respecting people’s choices and treating people as individuals. People’s cultural and religious needs were documented in care plans, and people were supported to have visits from religious ministers/clergy if this was their wish. A staff member told us, “Activities are amazing, they are brilliant, and something is happening 7 days a week, a lady in room [removed] goes to church every week, she is taken there and brought back. It was her birthday yesterday and many from the church came to visit her and that included bell ringers too.” Another staff member told us how they supported people with their individual needs such as monthly church service, singing, family visits, trips out. People told us that they were celebrated when it was their birthday, a cake was made, and they were made to feel special.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff shared how they supported people to do things for themselves and gave reassurance and time for people to remain independent. A staff member told us about a person who was supported to bath on the day of their choice. They said, “It takes about 1.5 hours to do this, he does his bath himself.” A person told us, “I am usually up and dressed, I like to be independent.”

Some people were supported to go to use facilities in the village such as the church and local pub. Staff explained they were taken by staff to the church and collected later. A person enjoyed meeting friends at the pub several times a week. Staff supported them to get to the pub safely and friends of the person brought them home. Some people went out with their family. We observed people and their relatives utilising the grounds. There were places for people to sit in the sun or shade to have private family time together.

There was a varied choice of activities available for people. People received the activities schedule, and a copy was on display. Activities included, a range of school children visiting, art and craft, visits from animals and pets, exercises, games, performances, visits to local pubs, religious festivals, trips to places of interest such as garden centres, museums and boat trips. The service supported groups of people to go to the village pub on a regular basis. Activities were planned in advance and relatives were invited to join in. We observed activities staff engaging people in activities, there was lots of laughter, chat and encouragement. For people who chose to stay in their rooms or did not like to participate in group activities staff told us they made time to go in and chat to people.

People told us they were supported with maintaining contact with their friends and relatives. Comments included, “Every last Thursday in the month [name] comes from the church, they bring along a plug in piano and we sing hymns, there could be 10 of us”; “Went to the garden centre last week”; “We hatched 8 chicks in the dining room and they grew and went back to where they came from”; “We get a monthly list of activities, masses of things on” and “Anything going on I take part in.”

Staff told us they would try and encourage people to come to the lounge or dining room so that they did not become isolated but respected their choices if they declined. Relatives said, “There is activity in the afternoon if they want it. Several times when I come there are singers that come in, disco, dancers and carols, kids from local school come”; “We are made to feel welcome, [loved one] has been involved in a quiz and craft things”; “Choir comes into sing, flute recitals, St. Georges Day celebrations. The list of activities comes to me and my daughter” and “The activity sheet comes, and we can plan, like today it is games so I have brought her friend, and we are all sat together playing the games and they can chat.”

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. We observed staff responding to people’s needs in a timely manner. We observed a person becoming distressed as they urgently needed the toilet. They called out for staff to help them. The cook heard the call for help and entered the room, reassured the person and pressed the call bell. A staff member attended the person and got them the immediate help they wanted.

A person told us, “I don’t use the buzzer, I have never been used to machinery, they generally come, or I find them. I can always find someone.”

Staff recognised when people were disorientated and confused and helped people to orientate around the service. We observed staff prompting people to remember to use mobility equipment.

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 they felt well supported. They had access to mental health support if they needed it. Some staff told us that the provider treated them to a gift at Christmas and a meal. Comments included, “The provider provides counselling if we need it”; “There are posters up in the staff room about counselling” and “There is an NHS counselling line. Someone suggested employee of the month, nobody wanted it. We occasionally get a bonus, a share of donations that have been left for the staff.”