Rainham 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.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 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 the person with kindness and empathy. There were light-hearted conversations between staff and the person receiving support which gave a sense of familiarity and warmth. The person told us he liked the staff and he gave each member of staff a different name which both the staff and family believed was a sign of the person being comfortable with each particular staff member. The family added, “I really do feel they treat [person] with respect. It feels like they are very much there for [person], attending to all of their needs and wishes.”

The provider treated the person as an individual and made sure people’s care and support met their needs. The provider offered support to the person which was personalised and met their needs and preferences. Information about the person was written respectfully and the staff spoke to the person in a compassionate and dignified way. The person’s family told us, “There are staff who [person] knows really well, and they all get on very well too.”

The provider promoted the person’s independence, so they knew their rights and had choice and control over their care. The person was at the centre of their care and was consulted about aspects of support they received. The person’s family told us their loved one is given choices about their care. They gave us an example of how their relative is given choice when going out. They said, “He has a timetable of activities which the staff share with us. When we visit, we sometimes go out with [person]. Staff arrange it so we can go with them and our relative to do things so we can be together.”

The provider listened to and understood the person’s needs, views and wishes. Staff responded to the person’s needs in the moment and acted to minimise any discomfort or distress. The care plan detailed a wide range ways the person might communicate in different situations which would help the staff know how to respond to meet the person’s needs.

Staff knew the person and had supported them for a long time and told us they felt they were able to support the person and knew them enough to be able to detect any sudden changes in their health and wellbeing.

The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care. Staff had worked in the home for a long time and were happy working for the provider. The deputy manager told us the provider ensured staff received adequate time away from the service to enable them to have sufficient time to rest and a break from their work.

Staff we spoke to told us how the provider was supportive in ensuring they had the right training and right skills to be able to do their jobs. A staff member told us, “The management will provide whatever training is needed and are very nice to work for.”