Archived: Inglewood 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. People told us staff were kind and caring and they felt well supported by staff who showed compassion and were respectful. A person told us, “The staff are kind and look after people.” We saw staff engaged with people during the inspection about things which mattered to them. We saw staff offered comfort to people when they became distressed. Staff were seen talking with people about their family and carrying out activities which people were enjoying. Staff told us they knew people well and had spent time building relationships with people. Partners told us staff were observed during their visits providing care and support to people in a compassionate and dignified manner. The registered manager told us they had a strong long-standing team of staff who they were confident provided people with care in a compassionate way and they checked this with people when they carried out audits of the home and received positive feedback from people and their relatives about staff.

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. People told us the staff knew them well and treated them as individuals. Staff could describe how they supported people as individuals and understood people’s preferences. Partners told us the provider supported people from a variety of background and were always willing to accommodate personal preferences. Care plans were not always detailed with the information staff knew about people. The registered manager was aware of this and told us there were plans in place to work with staff to update the care plans using a resident of the day tool to audit care plans and make any amendments. Despite this people were treated as individuals and staff were meeting their individual preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence. We saw staff supporting people to make choices about where they spent their time and what they did through the day. People had a choice of meals and chose where they wanted to eat, with some preferring to eat in the lounge areas and others using a communal dining area. A person told us, “The food is fine. We have a choice of two main dishes.” People did not always get the opportunities to access the community when they wanted to. A person told us, “We don’t have enough time for ourselves e.g. for going out. You are in the lounge most of the time and you can’t go out at all, which is a shame. Occasionally you can go out for a walk, but if it’s a nice sunny day you feel that you have missed an opportunity.” The provider confirmed after the inspection several people had been out on various trips into the community and there were plans to expand access to this. Staff told us they understood people’s communication needs and used their preferred methods to offer people choices. We saw staff encouraging people to maintain their independence with walking, eating, drinking and activities throughout the day. The registered manager told us they felt people had lots choice as staff would work with individuals however, they preferred. People’s care plans lacked information about independence and choice. The registered manager as aware of this and was taking action to audit care plans and make changes.

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. People were supported to meet their immediate needs. We saw staff support people promptly when they needed support. Call bells were answered when activated and staff were available to support without any delays. Staff understood when people may be showing signs of distress and could share with us how they would support people and offer reassurance.

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 by the registered manager and records showed they received regular discussions with the registered manager about their role.