Nichols House

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. This is the first assessment for this service. This key question has been rated 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.

People were treated with kindness and compassion. Relatives consistently described staff in positive terms. One relative said, “The staff are kind and caring.”
We observed respectful interactions, and people appeared comfortable and at ease with staff. Relatives also described positive experiences, stating, “Staff are so caring and nice and we have good relationships with staff.”
 

People were supported as individuals, and staff demonstrated a good understanding of their needs, preferences and routines. Staff described how they tailored activities to people’s interests. For example, a staff member described how they supported a person to plan activities weekly to enable them to pursue their preferred pastimes.

People were supported to make choices and maintain independence. Staff adapted support to people’s communication needs and preferences. Care plans contained information about what people could do independently and where they needed staff support. Relatives described how people were supported to make choices, and people were observed to have access to different activities and routines.

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.
Relatives told us staff acted appropriately during incidents such as those related to people’s health conditions.
 

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 supported by leaders and worked well as a team. A staff member said, “I feel the management are responsive, they have an open-door policy.”