Hendra 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 outstanding. At this assessment the rating has remained 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 95 (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.

Feedback from people and their relatives was overwhelmingly positive, with many describing staff as extremely caring, attentive, and going ‘above and beyond’ to ensure people felt valued and respected. Interactions were not task-focused; instead, staff used meaningful engagement to build trusting and supportive relationships. One person told us, “All the staff are lovely, and they know me really well. I love them all and I love living here.” A relative said, “I cannot put into words just how wonderful all the staff are. They are so kind and caring and so supportive of me too. They make people feel special and do special things for their birthday and for other events.” Another relative told us. “It’s the little important things that they do here. It’s like home from home. They treat residents as family and how we want our loved ones to be treated. That’s the sentiment and I feel passionately about that. That’s what makes the home different and heads above the rest. They look at people holistically.” A third relative said, “I can’t speak highly enough of it here. They go over and above they really do and I can’t thank them enough for what they’ve done and continue to do. [Relative] has settled in really well and hasn’t mentioned their home for over a week. Here they have such a different quality of life. Staff send me messages of activities and karaoke. My [relative] is speaking to other residents; they are happy and eating much better. I can’t believe the difference in them; everyone is so lovely.” Visiting health and social care professionals described staff as being very professional and compassionate in their interactions with people.

People were consistently supported in a way that preserved their privacy and dignity, including during personal care, where staff were discreet, respectful, and responsive to individual comfort levels. One person told us, “The staff are so lovely and will do anything for you. They are very respectful when they help me to have a shower or bath.” Independence was actively promoted, with staff encouraging people to do as much as they could for themselves while providing reassurance and support when needed. One person told us how maintaining their independence was important to their confidence, self-esteem and enhanced their daily life. They said, “I like that they [staff] supported me to use the stairs and continue to do so. Even though it takes much longer it’s important to me to maintain my mobility and independence.”

The provider treated people as individuals and was exceptional in how they made sure 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.

People were consistently treated with exceptional kindness and as individuals, with staff demonstrating a comprehensive and intuitive understanding of their personal histories, preferences, values and care needs. Staff spoke confidently about people’s backgrounds, interests and preferences, and this knowledge was clearly reflected in the way care was delivered. Staff chatted with people about their family, personal history, previous jobs and memorable events. This knowledge was deeply embedded in practice and used by staff to deliver highly personalised care that respected and celebrated each person’s identity. A relative told us, “The staff are amazing and have got to know [relative] so well. [Relative] was always immaculately dressed, and the staff know how important it is to them and they always make sure they are smartly dressed.” A person told us how important their faith was to them. They said, “Staff understand and respect my beliefs. I have regular meetings on zoom, and the staff know what day and time these take place and they never disturb me.”

Staff interactions were consistently warm, compassionate and meaningful. They took time to engage with people in a way that was entirely centred on the individual, adapting their communication styles and approaches to ensure people felt heard, understood and valued. For example, staff ensured they were at people’s eye level when communicating with them and they took time to communicate clearly to people who were living with dementia using objects of reference where required. People were never rushed and were supported in a way that reflected their own pace, choices and routines. People were fully supported to maintain control over their daily lives, with genuine choice promoted in all aspects of care, from daily routines to social engagement. Staff anticipated people’s needs with sensitivity and responded proactively, often before support was requested, demonstrating a deep level of attentiveness and respect. For example, we observed staff very discreetly asking people if they needed support to use the bathroom. Staff also noticed little changes in people which may indicate they were becoming distressed. For example, one person was trying to get up from their chair and said they, ‘needed to be somewhere.’ A member of staff immediately interacted with them and asked where they wanted to go and suggested they go together. The person appeared to relax and smiled at the member of staff and they walked off together. Care plans were highly personalised and reflected not only people’s care needs, but what was important to them, including their life experiences, relationships and interests. This ensured care delivery was meaningful and consistent with people’s wishes. The culture within the home was strongly person-centred, inclusive and empowering. People appeared comfortable, confident and at ease, and there was clear evidence they were treated with dignity, respect and compassion at all times. This approach had a significant and positive impact on people’s well-being, enabling them to feel valued, respected and truly at the centre of their care.

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 well-being.

People were supported to exercise choice and control over their care and to remain as independent as possible. Staff encouraged involvement in daily activities such as washing and dressing and respected people’s decisions about their support. People could see their friends and family when they wanted. One person said, “My visitors are always made to feel welcome and are offered refreshments.” A relative told us, “I visit several times a week. The staff are so happy, friendly and welcoming and there is always a cup of tea ready for you.” On 1 of the days we visited, a table had been beautifully laid in the conservatory along with a bottle of sparkling wine as a person who lived at the home was expecting friends for lunch. There were a variety of activities for people both in the home and local community. Several people told us how much they enjoyed the gardening club and were keen to show us the plants they had grown and planted out in the raised beds in the garden. One person said, “I really enjoy it. We have grown some vegetables too which I am looking forward to eating.” Another person told us, “I know there are lots of activities going on but I prefer to come up to my room.” Another person said, “I go out with my [relatives] and with staff and I like going to [name of day centre] for lunch, singers and bingo. Staff take us in the minibus or public transport. Sometimes we go for walks which I enjoy, and we have many in-house activities too.” On the first day of our visit people were looking forward to a St George’s day quiz. Staff had gone to lengths to decorate areas of the home to celebrate the day. A relative told us, “They [staff] have a great care attitude and know [relative] very well. They are so good at tailoring care, and they do so much in terms of activities. People are out and about, there’s so much to do and they are so supportive and flexible.” The conservatory in the home had numerous books and games available for people to enjoy.

Some activities involved the local community, reinforcing people’s links to the local area. Local children visited people at the home to entertain them or join in with activities such as Christmas and Easter. People were also able to attend events at the school. A relative told us, “The children come to Hendra House to sing and do activities and residents go to the school for activities such as to watch a play or sing. They last visited the school for Easter crafting.” People were provided with home cooked meals which used fresh ingredients and were cooked from scratch by the home’s cooks. People and their relatives were very positive about the quality and choices available. One person said, “The food is excellent and you always have a choice.” Another person told us, “I love the food and they make me special puddings because I am diabetic.” A relative told us, “Vegetarian meals are cooked from scratch, with care and wonderful fresh produce.” Another relative said, “[Relative] was so underweight when they moved here and look at them now. The food is excellent and they have 2 to 3 options for all meals and the cook will also do whatever they want if they don’t like the choices.”

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 promptly and consistently to people’s immediate needs, ensuring their comfort, dignity and safety at all times. Observations showed that call bells were answered without delay, and staff remained attentive and responsive throughout our visits. Staff anticipated needs effectively, particularly for those who were less able to express themselves and acted without delay to provide reassurance and support. Feedback from people and relatives confirmed that staff responded quickly when assistance was needed, which promoted a sense of trust and confidence in the service. A healthcare professional told us, “Communication is good and generally very effective. I receive timely feedback regarding whether residents are improving, deteriorating or requiring further review. Communication occurs through multiple channels including face-to-face discussions during ward rounds, telephone calls and email correspondence. The staff are usually easy to contact, and information shared is clear, relevant and appropriately detailed. This supports continuity of care and allows for prompt decision-making when concerns arise.”

The provider always cared about and promoted the well-being of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The service demonstrated an exceptional commitment to workforce well-being and enablement. Feedback from staff was overwhelmingly positive. Staff spoke highly of the supportive culture and reported feeling valued, respected and confident in their roles. A member of staff said, “This is the best home I have ever worked in. I really enjoy coming to work. It’s a happy home with a great team who all work together. The management are just brilliant and make this a happy and supportive environment.” Another member of staff told us, “The senior team and management are very supportive and visible. [Care manager and deputy] are especially supportive. All the seniors wouldn’t hesitate to help anyone. [Registered manager] is so lovely to work for, and the residents have the best of everything, better than what we’d have at home! No expense is spared.” Another member of staff said, “The staff and residents are like my second family. I cannot fault anything at all. We all work as a team. I just love working here. The support is amazing and I couldn’t ask for better.”

Staff were consistently enabled to perform at their best. They had access to high-quality training, regular supervision and clear development opportunities, which supported both their professional growth and delivery of high-quality care. Staff were very positive about the training and development opportunities available to them. Some staff had been provided with further training to take on lead roles which included fire safety, medicines, oral care, safeguarding, Mental Capacity Act, end of life, nutrition, dementia and advocacy, infection prevention and control, moving and handling, incontinence management, tissue viability, clinical monitoring, mental health and well-being and compliance. A member of staff said, “The training is very good, and we are always up to date. The trainer comes here so the majority of the training is face to face which is brilliant. I’ve been given more responsibilities and will take residents to appointments in our minibus.” Another staff member told us, “The training is amazing. You get everything you need and anything you want. The whole staff team have received training to carry out any role in the home.”

The provider had implemented a range of initiatives to promote staff well-being, including emotional support, flexible working approaches and recognition of staff contributions. This had a positive impact on staff morale, retention and the continuity of care provided to people. There was very low staff turnover with the majority of staff having worked at the home for many years. Agency staff were not used and there was a waiting list of people wanting to join the staff team. A member of staff told us, “[Registered manager/provider] is amazing. At Christmas we all get wine, vouchers and chocolates and chocolates and flowers on our birthday. When we win an award, we are taken out for a meal.” Another said, “If staff or residents are struggling with their mental health [registered manager/provider] pays for private counselling.” Staff told us how the registered manager/provider had made adjustments to their working pattern to fit in with their personal circumstances. A member of staff said, “[Registered manager/provider] enables me to work shifts which fit in with my childcare arrangements.” Another staff member told us, “Nights were affecting me and my family so I couldn’t continue. [Care manager and registered manager/provider] were so supportive when I handed my notice in, they really did support me and offered me a completely new role to suit me.”

Staff demonstrated how the provider’s approach promoted their well-being at work in their comments in a recent staff survey. These included: ‘We are always being told we are valued. There are so many things they do to show we are appreciated from Easter eggs, meals out, birthday presents, Mother’s Day flowers and personal loans to help with emergencies.’ And ‘I am thanked for my efforts every day, and they always notice if I have done something special or worked extra time to help others.’ Another comment made was, ‘I have never worked anywhere else that really values the staff as much as this. I love coming to work here every day.’