Prospect House Care 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 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.

People were treated with dignity and respect. For example, staff interacted warmly and demonstrated good knowledge of people as individuals, consistently using preferred names and speaking respectfully. Staff were observed maintaining eye contact by positioning themselves at people’s level and offering reassurance during periods of distress, which helped people to feel calm and supported.

Staff were observed knocking on bedroom and bathroom doors before entering, removing tabards from people after meals and supporting people to maintain a clean and tidy appearance. People wore suitable footwear and their own chosen clothes.

Bedrooms were personalised and homely, reflecting people’s preferences, with chosen bedding and personal items such as photographs and ornaments. Laundry arrangements were managed with care, and a family member confirmed clothing was well cared for and returned promptly.

People were treated as individuals in a way that consistently upheld their personal preferences and supported their dignity. For example, care plans contained individualised information about people’s preferences and life histories, and staff were able to describe people’s routines, preferences and ways of communicating.

People were supported to express their wishes and make choices about their daily lives, including how they spent their time, what they wore and how they received care. Where people found it difficult to express themselves, staff used their understanding of the person and involved family members where appropriate to ensure care was person centred.

A professional partner reported private aspects of care and assessment were conducted discreetly, with staff supporting people to their bedrooms where required.

The provider promoted people’s independence to ensure they had full choice and control over their care, treatment and day‑to‑day wellbeing. For example, a range of activities was available, including chair‑based exercises, live entertainment, sing‑alongs and puzzles. People also had access to a dementia‑friendly subscription magazine, which provided a range of meaningful activities designed to support engagement, stimulation and wellbeing. People were observed enjoying a music session and singing along with staff. Peoplewere encouraged and supported to participate, ensuring they were included.

Staff consistently offered people choices throughout the day. People were supported to choose their meals, with preferences discussed earlier in the day and checked again before meals were served. Staff also asked people where they wished to spend their time after meals.

People’s and families’ views about the service were actively welcomed and gathered through everyday conversations, surveys and meetings. Family members confirmed they felt able to share their views and were listened to.

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. For example, staff were observed present in communal areas and regularly checking on people who remained in bed during the morning. When people requested support, such as assistance to use the toilet, staff responded quickly and without delay.

Family members told us they were confident staff recognised and responded promptly to changes in people’s health or wellbeing. This was supported by a review of care records, which showed staff took timely action and sought appropriate advice or support when changes were identified.

The provider and manager cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. For example, staff told us they were happy in their roles and felt well supported by the management team. Several staff spoke positively about development opportunities and said they had been encouraged and supported to progress into more senior positions within the home.

Staff described a flexible approach to working arrangements, with adjustments made to accommodate personal circumstances where needed. Feedback from staff reflected a positive and supportive workplace.