Polebank Hall Residential 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 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 and their relatives consistently told us that staff treated them with kindness, dignity, compassion, and respect. One relative told us, “Staff seem very kind and they are lovely with my loved one.” Another relative said, “The level of care is the best.”

During our visit, we observed a number of meaningful interactions between staff and people. For example, when one person became anxious, staff immediately approached them and offered reassurance and support. The person appeared much calmer after speaking with staff.

People were supported by a consistent staff team who knew them well, including their individual choices, preferences, and support needs. People told us they felt respected, involved in decisions, and their dignity was protected. One person said, “The staff are nice. They always treat me with dignity. I'm independent with showering, but they supervise. I only have femalestaff helping me. I wouldn't have a man helping me with personal care.” During our visit we also observed staff using a screen to provide privacy to a person who had their insulin injection administered.

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 demonstrated a good understanding of people’s individual wishes, preferences and emotional needs and provided support in a respectful and person-centred manner. One relative told us, “My loved one needed to sleep an extra hour in the morning because they do not sleep well at night. It is a harmonious place and staff treat people as individuals.”

People and their relatives were encouraged to share their views and make choices about their daily lives. One person told us, “Staff listen to me. I can have a bath or shower when I want. I don’t sit in the lounge because I don’t like it.” One relative told us, “I remember filling in a questionnaire. I said the care is outstanding.”

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

People were encouraged and supported to maintain and develop their independence wherever possible. Staff recognised and built upon people's strengths, respected their individuality, and promoted their confidence and self-esteem. People were supported to make choices about their daily routines and were encouraged to do as much as they could for themselves.

One person told us, “I can go to bed and get up at the times I want.” Another person told us, “I go out outside with staff to smoke.”

Relatives also shared positive feedback about the support provided to promote people's independence and wellbeing. One relative told us, “We had initial issues when they were left to their own devices and remained in the same clothes for several days. They were refusing a bath or shower, and their hair was messy. This was when they first moved in, but after we spoke with staff, things improved and they were able to support my loved one.”

This feedback demonstrated that staff listened to concerns raised by relatives and took action to improve people's care and support. Staff worked with people in a way that respected their choices while encouraging personal care and maintaining their dignity and wellbeing.

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.

Staff demonstrated a good understanding of people’s individual needs and were committed to ensuring these were met. During the inspection, the leaders of the service and staff demonstrated a comprehensive knowledge of the people they supported, and a clear understanding of the care and support required to meet their needs effectively.

People’s needs were responded to promptly and appropriately. Relatives told us that staff communicated well and took swift action when concerns were raised. One relative told us, “When my loved had a fall the staff phoned us immediately. Now they have a crash mat by their bed, and I bought a special chair.”

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

The provider was committed to ensuring staff felt well supported in their roles. The registered manager was receptive to feedback and actively encouraged staff to speak up and raise any concerns. Staff were provided with regular opportunities to share their views, discuss their performance, and identify development needs through team meetings, supervision sessions, and day to day communication.

The provider promoted an open and positive culture where staff felt confident to raise concerns, share feedback and contribute to the ongoing development of the service.

Staff spoke positively about the working environment and described it as supportive and inclusive. The provider recognised the importance of staff wellbeing and development and invested in supporting staff to succeed in their roles. One staff member told us, “I love working here. I can’t imagine working anywhere else.”

The registered manager was visible within the service and available to staff for guidance and support.