Freshfields Residential Home

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• 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 requires improvement. At this assessment, the rating has changed to good. 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.

People told us that staff were kind and treated them well. A person said, “The staff are very kind and caring.” A relative told us, “The staff are superb.”

We observed that staff had developed a positive caring relationship with people who used the service and were kind and caring. They had a good knowledge of people’s individual needs and how they liked to be supported. This helped to ensure the needs of people were met in a consistent way.

Staff ensured people’s privacy and dignity was always maintained. We observed staff maintaining people's privacy, such as closing the doors when providing people with personal care.

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences.

People and their relatives were complimentary about the care and support provided by staff. A person said, “The staff are marvellous.” A relative told us, “I can’t fault the staff.”

People received personalised care that was responsive to their needs. Care plans contained information on how each person must be supported, as well as people’s preferences. Where people were able to, they were involved in their care planning and making decisions about their care in a way that suited their needs.

People's right to confidentiality was protected. At our last inspection, we found people’s confidential information was not always kept securely. During this assessment, we found records were kept in lockable cabinets and cupboards when not in use.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The staff helped people to maintain their independence wherever possible. For example, people were encouraged to dress themselves where they were able to do so. A person told us, “I can do a lot for myself.”

People were involved, where able, in decisions about their care, which helped them to retain choice and control over how their care and support was delivered.

It was clear from our discussions with staff and from looking at records that people were able to make choices and were involved in decisions about their day. Staff had a good understanding of the care needs of people they supported.

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 responded to people’s needs promptly when they became unwell and took actions to minimise any discomfort or distress. For example, if a person developed a pressure sore, the staff team would contact the district nurse immediately for advice and would also have aids available for the person, such as a special mattress or bed if they needed them.

We noted staff had contacted the GPs where people had had an infection and antibiotics were prescribed without delay.

There were daily handover meetings to ensure staff on duty could monitor and respond to people’s changing needs.

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 liked working for the service. They told us the management team were always helpful, and they felt supported. They were empowered to make decisions and in line with their roles. They had regular supervision to discuss any issues including their wellbeing. There was an inclusive communication between staff and the management team.

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and ensured people were cared for safely.