Sunbury Nursing Homes

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.

People were treated with kindness, empathy and compassion, and staff respected their privacy and dignity.

Staff demonstrated respectful and caring interactions and took steps to maintain people’s dignity in day-to-day practice. During the assessment, staff were observed knocking on bedroom doors and explaining what they were doing before providing support. People were supported discreetly with personal care.

Observations showed staff communicating with people using a calm and friendly manner. People described staff as kind and respectful. People told us, “I’m treated well” and “They are respectful.”

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 backgrounds, culture, preferences and the things that were important to them.

Care plans detailed people’s cultural needs and religious requirements. Staff understood people’s likes and dislikes and told us ways they encouraged people to maintain their independence and continue activities that were important to them. One person told us about their previous involvement with music, “We brought our music and that is what they are playing now – I used to play the guitar and I was in a band. They do have an entertainer about once a month – a singer. He is pretty good.”

One relative told us, “Since my relative has been here it has been the same staff looking after them the whole time. They know them well – likes and dislikes. They are very comfortable. They are kind to me too. They make sure we are looked after as well. They’re always respectful. They even make sure that the bedlinen matches the other colours in the room.”

The provider promoted people’s independence and supported people to have choice and control over their own care, treatment and wellbeing.

People told us they could make everyday decisions and staff supported their independence. One person told us, “I make my bed in the morning, and I take my coffee cups back to the kitchen. It keeps me a little more independent. I don’t want them doing everything for me.”

People were supported to participate in activities that reflected their interests and preferences. Opportunities were available both within the service and in the community. People were encouraged to make choices about how they spent their time. One person told us, “I’ve got to the stage as an older person where I like being on my own. That is my choice. I can get up and go to bed at whatever time I want. I like to come back to my room at night and watch the telly.”

People were supported to maintain relationships with those important to them. There were no restrictions on visitors. Some people chose to go out with the support of their relatives. Relatives told us they were welcomed by staff and could spend time together. Leaders recognised the importance of maintaining relationships, and room was available for relatives who wished to stay overnight when people required additional support.

The provider listened to and understood people’s needs, views and wishes. Staff responded promptly to people’s needs and acted to minimise any discomfort, concern or distress.

Systems were in place to ensure people could summon help, including accessible call bells, which were regularly checked and audited. Staff understood how to support people who may have difficulty communicating their needs or who were unable to use call bells.

People told us there was always staff available and that they could use call bells when needed. They told us, “I do use the call-bell and they come quickly” and “There is always someone around. I don’t use the call-bell – if you need them you know they are there.”

Leaders and staff monitored people’s needs throughout the day and adjusted staffing arrangements. Where people accessed communal areas, staff were redeployed to ensure people received support throughout the day.

The provider promoted staff wellbeing and supported staff to deliver person-centred care.

Staff described managers as approachable and supportive and they felt able to raise concerns or discuss their wellbeing. Supervision, training and team meetings were used to share learning and provide support.

There was a separate building to support staff during their working day. This was away from the main home, providing staff with a dedicated space for breaks and rest periods. Staff told us they worked closely as a team to ensure everyone received appropriate breaks.

Staff had worked at the service for a number of years and there was a stable staff team. Leaders told us how this meant they were able to build and maintain relationships with staff. Clear procedures were in place to request changes to working patterns and reasonable adjustments. Leaders told us, “Staff care for people and care for each other.”