Rose Hill 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 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. Staff treated colleagues from other organisations with kindness and respect.

People told us they were treated with kindness, compassion and dignity and we observed this during our visit. Their comments included, “I usually see the same carers – they’re always respectful. [Staff member] is very good – [They] do the activities. [They are] lovely”, “The carers are all respectful and kind. They know I’m from up North and that I support Liverpool – we have chats about it” and “They’re all very nice – why would I be anywhere where they weren’t nice to you?” However, one person told us, “Some are nice; some are not. Depends so much on their mood. I’m probably more difficult to deal with because I don’t have dementia and I hate being treated like a child.” We fed this back to the registered manager following the inspection.

The staff spoke kindly about the people they supported. They supported people in a kind and caring manner and responded to people’s needs promptly and respectfully. During lunch, staff walked around the room to check on people. When people were being supported to eat, we noticed they were not rushed and staff made sure their clothes were covered appropriately. Staff spoke with people in a kind manner. The room had a calm and welcoming atmosphere although this was a busy time. We observed the staff to be patient and displaying genuine affection and respect for people. We observed warm interactions between people and 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’s care plan contained information about their background, including family life, working life and what was important to them. They also contained information about their social interests, skills and strengths.

The registered manager and staff knew people as individuals and were committed to ensuring people were treated as such.This included in relation to their faith and sexuality.

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

People’s aspirations, choices and independence were encouraged and promoted. One person told us, “I get automatically taken to the lounge – that’s my choice. I like to be down there by 11am for the coffee” and another said, “They like to keep us busy so I join in with things – that’s my choice. I think it is probably better to keep busy than not.”

People’s personal, cultural, social and religious needs were recorded in their care plans and respected. There was a range of activities on offer which were varied.

Relatives told us there was a culture of community, and a homely atmosphere. They felt involved in the care of their family members and consulted.

The provider listened to and understood people’s needs, views and wishes. Staff mostly responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. However, during the afternoon, all the staff from the first floor were helping with teas and coffees downstairs, and there were no staff available during this time to check on people being cared for in bed. This meant there was a risk their needs were not met in a timely manner. We fed this back to the registered manager who told us they would address this.

All other times during our visit, we observed staff supporting people in a timely manner. People told us call bells were usually answered promptly, and staff would always take the time to check they were okay and offer assistance.

We witnessed staff attending to people’s personal care needs promptly and efficiently, whilst they remained respectful and discreet. People seemed at ease with the staff who supported them.

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

The management team spoke positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs. For example, a staff member was able to pick up their child from school during work time.

Staff felt supported and spoke of being a good team. They told us the management team cared about them and took any suggestion seriously.

The company organised events for staff to show their appreciation. The registered manager told us, “We do staff get togethers, like a meal. We celebrate festivals and eat together.”