Rosebank 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 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.

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. We observed staff knocking on people’s doors and treating people with kindness and respect. One staff member told us, “I support the service users in every possible way they need. I speak to them and make sure to maintain privacy and dignity.” People and relatives were positive about the staff at Rosebank. One relative told us, “The staff there are really kind and caring to [person] and know their needs.” One person told us, “They [staff] are very patient and kind.”

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 were supported by staff who knew them well. Care plans were person-centred, and people were cared for according to their individual needs. People and their families were positive about the personalised support they received. One person told us, “I’m a bit fickle with food but [name of staff] makes me what I want. If I don’t like it, I can have something different.”

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 their relatives were positive about activities on offer at the home but did tell us the variety and frequency of activities had reduced due to the activities coordinator post being vacant. The registered manager was looking at interim options for people whilst recruitment was underway. We observed no formal activities during our visit, but people were supported to engage in activities of their choice throughout the day. The mealtime experience for people was positive with residents offered a choice of where to sit and what they would like to eat, and people were positive about the food provided. People were encouraged to maintain their independence and make choices about their daily care and support. One person told us, “I get washed and dressed myself, but staff help me if I need them to.” Staff were clear of their role in promoting choice and independence. One staff member told us, “I always give the residents an option of what they would like to wear and what they would like to eat and drink.” Another staff member commented, “I promote independence by encouraging people to do as much as they can themselves such as choosing their clothes or washing their own hands or face.”

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. Care records and observations showed that where staff noted changes in people’s needs health interventions were sought and followed up. People and relatives were complimentary about staff and told us how they went out of their way to support them. One relative told us, “They are so caring and follow things up. Because [name of relative] gets infections they put in a lot of extra care for [person] not to get them.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care. Staff told us they felt supported and reasonable adjustments were available when needed to support them with personal circumstances. However, formal supervision was irregular, and appraisals were still to be implemented. A plan was in place to rectify this for the coming year.