Neville House Residential 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 70 (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 their relatives gave very positive feedback about the staff. One relative told us, “The staff are lovely here, I can’t fault them. They are kind and they care.” Another said, “I think the staff are brilliant. [Person] has been looked after so well.”

We observed people being treated with dignity and respect.Overall, staff engaged with people in a patient and compassionate way.

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 demonstrated a good understanding of people's backgrounds, routines and what was important to them. Care plans contained information about people’s personal, cultural, social and religious needs and were updated as staff got to know people better.

People and their relatives told us staff knew them well and respected their wishes and preferences. The staff team was stable, and staff knew the people they cared for 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 supported people to maintain as much independence as possible while making sure they were safe and supported. People and their relatives told us they were encouraged to make decisions about their care and were offered choices about how they received support.

People were supported to maintain relationships that were important to them, and their friends and family were encouraged to visit.

The service planned daily activities such as armchair exercising, quizzes, and sing-a-longs. We saw evidence of people being supported to access the community. However, some people told us there were not enough activities that interested them. One person said, “There could be more activities. Some people can’t join in. Sometimes I am bored. They don’t ask me what I would like to do."

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

People did not always receive timely support during mealtimes. We observed people waiting around 20 to 30 minutes for their meals after being seated in the dining area. People also waited around 15 minutes before being offered a drink.

We observed staff removing access to people’s mobility aids while in the dining area to prevent trips and falls. However, this meant people could not leave the dining area when they wanted to. People had to wait for staff to come back and return their mobility aid before they were able to go back to the lounge or their room.

However, people and their relatives told us staff were responsive and available when support was needed. During the inspection, staff were typically present in the lounge and responded promptly when people needed reassurance or support.

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

Staff were supported by regular supervisions and team meetings. Staff felt well supported by leaders. Staff members told us, “I do feel valued by [registered manager]” and “I feel supported by the manager and the seniors, both in work and in my personal life.”

Staff told us there was a good team environment where support was available when needed. We observed staff working well together and treating each other with respect.