Threeways 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and relatives gave consistently positive feedback about the care provided at Threeways Nursing Home. They praised the whole staff team for how kind and considerate they were towards people. We observed all staff including care and non care staff engaging with people. Each interaction we observed was carried out with kindness and compassion, demonstrating respect and treating people with dignity.

Relatives told us, “The permanent staff all engage very well with my [relatives name] and they genuinely like and get on with them all. This applies to both nursing and care staff. We as the family share a positive view of the staff who appear very kind, thoughtful and caring.” And “Staff are just lovely, very kind.”

The provider kept records of the compliments they had received which thanked staff for how they had treated people and relatives. Management shared the positive feedback they had received both directly and via online reviews. These included, ‘I would like to say thank you to you and all the staff for your help with my family member - truly you all do such an amazing job.’ And ‘A nursing home that actually feels like a home! Friendly and professional staff who care about both the health and happiness of residents.’

The atmosphere across the home was warm and welcoming. People appeared relaxed, confident and comfortable in the company of staff. Staff were seen stopping and chatting to people and appeared to know them and their relatives very well. We saw staff engaging with people with obvious affection. Activity staff spent time with people in communal areas and also providing one to one support for people who stayed in their rooms. A member of activity staff had stayed late at the end of their shift to sit with someone in their room who felt lonely and wanted someone to sit and hold their hand for a while. They told us, “If I have to stay, I stay, people are more important to me than the overtime.”

Staff anticipated people’s needs, supported people in a patient manner and treated people with kindness and care. When a person became agitated and upset, staff demonstrated an understanding of the triggers for them to become anxious and the actions to take when this occurred.

There was a calm, relaxed, friendly atmosphere where everyone was included and involved. People told us they enjoyed the opportunity to chat and relax, attend the activities and socialise. One said, “It is always a good laugh especially Bingo.”

The provider treated people as individuals and went above and beyond to ensure that 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.

When people moved into Threeways Nursing Home support was in place to help manage the transition into a new nursing home environment. People had opportunities to provide feedback about their care to ensure it was tailored to their needs. Steps were taken to identify any specific care and welfare needs to ensure people’s care and emotional needs were considered and supported.

People’s individuality was valued and supported. Staff embraced people’s uniqueness and individual personalities. People’s personal, cultural, social and religious needs were also considered, this ensured people could continue to access and enjoy the things that were important to them, including hobbies and interests, seeing family and going out for a coffee or to the shops.

People’s spiritual, emotional and religious beliefs were respected and supported. When people had moved area or were now unable to access their previous place of worship, staff had worked hard to seek out alternative local places of worship and religious support for them to ensure people’s religious and cultural needs continued to be met. If people were no longer able to attend church in person, arrangements had been made for communion to take place in the home.

People were supported to maintain relationships that were important to them. Care was person centred, and responsive to the individual’s needs and preferences.

The home had a wellbeing and engagement lead. This role included supporting people and their families from the moment a person moved into the home, and in some instances following the death of a person whilst they lived at the home. We heard examples of exceptional lengths the wellbeing lead had gone to helping and supporting relatives following their loved one’s death. This included helping with funeral arrangements and sourcing a military attendance at the funeral to celebrate the persons previous military career.

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.

People told us their independence was supported. One person told us, “I like to get up early, staff know this and ensure I have everything to hand that I need so I can wash and dress myself. I also like my breakfast early in my room so that I can have a rest mid morning if I need to, I am pretty much independent, but staff are available if I need anything.” We saw one staff member watching a person from a discrete distance whilst they ate their lunch independently. The staff member told us, “I am just observing her eat her lunch as sometimes she needs a bit of assistance and she has been a bit unwell. She wants to do it herself today, so I am just keeping an eye on her.”

People told us they felt valued and supported. One person shared how they were able to have their own coffee machine and fridge in their room, this meant they were able to remain independent and make their own hot drinks whenever they wanted them.

Risk assessments were in place to enable people to take positive risks that enabled them to live meaningful lives. We observed how staff applied their skills and knowledge to adopt a person-centred approach. For example, when people had been advised to eat a specific texture diet, and chose not to follow this guidance, this was discussed with the person and recorded to show they had made an informed choice and their decision was recorded on an eating and drinking at risk agreement. Staff supported people’s choices and looked at ways to ensure these choices could be managed safely. This included ensuring the person was not alone when they ate and were in an upright position to support them to eat safely. Plans were in place to further improve choice for people in relation to menu accessibility by providing these in large print and pictorial menus for people with a visual or cognitive impairment.

People felt involved in the home and their personal choices were valued. People were supported to continue to do the day to day things they had always enjoyed and activities were tailored to meet individual needs. Staff took the time to get to know the little things that were important to people. For example, one person liked to listen to classical music and others missed their pets so a staff member bought their dog into the home and took it round to meet people. One staff member had identified a person had a particular interest in a prominent figure of WW2. They had sourced an item with this persons signature on it, a copy of this was now displayed in the persons bedroom which they were very proud to show people. Staff told us knowing people and understanding their likes and dislikes was important and meant staff could take steps to make sure these things were available.

People had a vast range of activities and events available to them and choice to participate in if they wished. These activities prompted people’s independence and wellbeing. These included trips out, walks, games and crafts, socialising time in the garden whilst enjoying a glass of sherry. There was a regular Threeways Nursing Home newsletter used to share information, general notices, introducing new staff, recent and future events. People provided positive feedback on the activities available. Staff also offered one to one activities and wellbeing support, listening and chatting to people cared for in bed and those choosing to remain in their rooms.

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 understood their needs. Care and nursing staff worked together to ensure people’s care and support needs were responded to. For example, if a person was experiencing pain or discomfort care staff informed one of the nurses who were able to respond and provide pain relief if appropriate. Referrals were completed when people needed further support from other health professionals to ensure people’s needs were continually assessed and reviewed.

People told us and we observed call bells being responded to promptly. Relatives told us communication as usually very good and they were kept updated of any changes to their relatives health. A relative did tell us that on occasion information they passed on to staff had not been fed back to the staff team so this had meant they had needed to repeat the same information to another staff member, but generally they felt that communication as good.

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

Several staff had worked at the home for many years and told us they enjoyed their job. Staff wellbeing was supported. The provider recognised staff achievement with a monthly award for a nominated staff member with a certificate and gift given to the winning staff member.

Staff wellbeing was a priority. Staff told us they could speak to any of the management team if they had any worries or concerns. The wellbeing and engagement role was also in place for staff wellbeing support when needed. They told us they worked across the 2 services owned by the provider and offered support to staff on a one to one basis if and when required, for example following personal life events.