Stanley 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People had not always experienced staff who treated them with kindness, empathy and compassion.

Whilst the provider felt people received positive experiences of care from their assessments of the service based on feedback, this was not a consistently held view of the people we spoke with. We found people felt most of the staff team were kind however, some people told us this was not consistent.One person told us, “Most are very nice and kind, but you just get the odd misery.” Another person said, “They are wonderful, though there’s always one that’s not so great.” Whilst a third person raised concerns with us that they had sometimes felt rushed and dismissed by some staff. We shared this with the registered manager who took action to address these concerns.

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.

Staff told us how they supported people and had got to know them individually. One staff member told us, “[Name of person] will always have their bag with them; they like to crochet.” We observed how signage had been adapted to be personally recognised by a person to help them orientate between the communal areas and their own bedroom.

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

People and relatives told us they were free to visit and were made to feel welcome. One relative told us, “We have the code to get in now which is much easier than waiting ages at the door. We can come any time of day and night too.”

People felt their independence and choices were respected. One person told us, “I ask when I am ready to have my light off, and I just wake up when I am ready. I like to choose which top to wear. I stay in my room mainly, it’s my choice.” Another person agreed, they said, “It’s totally up to me what I do during the day and bedtimes and so on. And I appreciate that freedom.” Our observations showed staff gave people choices over their meals and drinks however, some staff did not check with people whether they wished to use clothing protection when they ate their meal.

People told us about what they enjoyed being involved in living at Stanley House. One person said, “I am a do-er, so I like the exercising, art and going outside. Staff walk a few of us to the pub sometimes too.” A relative said, “They do loads here and [my family member] loves any art and crafts. They do quizzes, go in the garden, get taken to the pub and do swaps with the other care home. [My family member] loves it when the nursery children come in and they get to read them stories.” During our inspection we observed people enjoyed games and activities with staff.

However, some people felt some things they would enjoy doing had not yet happened. This included being able to go to Church, go on a shopping trip and being supported to have activities in their room.” We made the registered manager aware of this, and they told us they would see how they could assist people to achieve these goals.

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.

We observed that on most occasions staff were available to respond to people quickly, or when a person had to wait staff explained why. When people required staff to help them at mealtimes this was provided, with staff sitting beside people to assist. When a person requested a specific drink, staff fetched this for them immediately. Staff understood people’s different communication needs, and we observed staff taking their time with one person to explain the medicines they had been given.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff towards delivering person-centred care.

Staff felt supported and valued and received training, supervision and observations on their practice to help them work effectively. One staff member told us, “I value supervision, if there is something troubling us, we will talk to our managers.” Another staff member said, “I feel supported a lot.”