Greenacres 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. This is the first assessment for this service. This key question has been rated 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.

People and their relatives were consistently positive about the kind and caring approach from staff. One person said, “Oh my goodness, [staff] are very kind, they’re all the same.” A relative told us, “Everybody knows everybody which is lovely. The carers are hardworking, kind and friendly. They interact with people and treat me like family.” Another relative said, “The carers are very good, they take time to build relationships with people.”

We observed staff treating people with dignity when providing support for them. Examples of this were staff knocking on bedroom doors before entering, speaking in private with people about personal issues and supporting people to change clothes if they spilled food or drinks. Staff were also observed providing compassionate support when people expressed sadness or distress.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Staff understood what was important to people and provided care and support that reflected their preferences and personal circumstances. A relative told us, “When you see [staff] interact with people, you can just see they understand different needs in the way they approach and talk to them.” Care records set out information about people’s unique backgrounds and how they wanted to be cared for. People’s specific cultural or religious preferences were accommodated, for example, with appropriate foods. We observed that staff understood how people expressed themselves and communicated their needs. This helped staff provide individualised care.

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 told us staff promoted people’s independence and supported them to make choices about their lives wherever possible. A relative told us, “They encourage [relative] to stay independent; hence they encourage [relative] to walk.” We saw staff supporting people to use mobility equipment and providing them with reassurance and positive feedback.

A relative described how staff supported their relative to choose their clothes and matching jewellery, which they said was important to their relative. We observed staff supporting people to remain as independent as possible with eating and drinking by making sure there was adapted cutlery and crockery available for them to use. People spoke about choosing what they wanted to eat and told us how staff would offer alternatives if they did not want what was on the menu.

People told us they chose what they wanted to do with their day such as when to get up, when to go to bed and where they wanted to spend their time. One person told us they sometimes liked to stay in their bedroom for a day and staff respected this choice. People also told us staff respected their choices and decisions if they did not want to do something, for example, joining an activity.

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.

People and their relatives told us staff provided support and assistance in a timely way. We saw staff were consistently visible in communal areas which meant they could act quickly if people needed help or support. We spoke to a person who spent time in their bedroom about staff responding to call bells. They told us they rarely needed to use their call bell as staff were always popping in to check if they needed anything.

People and their relatives told us that staff responded quickly if people’s needs changed and they sought healthcare support promptly. One person said, “They get the doctor or a nurse to come and see me if I’m not well. They’re good at doing that.” A relative told us how staff had responded quickly and appropriately when their relative had a fall. Care records documented the actions staff took when people needed healthcare support.

Staff told us they were able to respond quickly if people needed assistance because there were enough staff on duty to do so.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us, and records showed, they received regular support and supervision which helped them to be effective in their role. They described positive team working where everyone supported each other. Several staff members described the registered manager and provider as ‘very supportive’ and said they helped staff to balance any challenges between their work and personal life if they arose.