Spencefield Grange

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 people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People were treated kindly and with compassion. One person told us, “They [staff] are all kind and caring. They respect me.” Relatives also told us staff treated people well. One relative told us, “Very kind and caring staff both night and day, all brilliant. They take time with [relative] and the other residents, all great.” Other relatives commented staff always made them feel welcome. A relative stated, “I am always made welcome, and the staff know me well.” Observations of staff engagement with people was positive. We observed the staff using people’s preferred names and staff appeared to know people well.

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 plans contained information about people’s social, cultural and religious preferences. Staff knew people well and their preferences. One staff member told us, “We had a Diwali party, people doing henna, Asian music playing, the dance school came. We speak to the residents and family and see what they feel is important.” This helped staff to ensure that people were treated as individuals and received care and support that was appropriate to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to maintain and increase their independence. People and relatives we spoke with were complimentary about the care they and their relative received. One relative told us, “All the staff are kind and caring, give her lots of time and attention.” People were supported to have choice and control over their care and make day to day decisions about all aspects of their lives. For example, people chose when to get up, what to wear, and when to eat. One person told us, “I can choose to shower as often as I like.” An activity co-ordinator provided a range of activities for people to engage in and staff encouraged people to participate in games. One relative said, “She will sometimes do activities, recently a carer set her up with a jigsaw and cup of tea, she enjoys music. They have had garden karaoke, water guns and bingo.”

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 were kind and provided support promptly when required. Comments included, “Very quick response from the carers whenever any resident rings their bell.” One person said, “They [staff] come in a flash.” Throughout our assessment we observed staff were attentive and responsive to people’s needs and requests. Staff were always available to meet people’s needs in the communal areas. For example, when a person was having difficulty eating their meal staff noticed this immediately and offered support with eating.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider supported staff through regular supervisions, and staff confirmed these happened. The provider encouraged positive improvements and recognised achievements of individual staff through employee of the month awards. Staff spoke positively of the support they received from the management team, who were seen as visible, accessible and approachable.