Culrose Residential 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 65 (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 talking kindly and with compassion to people, especially when they were becoming distressed. People felt staff were kind, respectful and approachable. One person said, ‘I can talk to the staff very easily. They’re so kind and helpful. I get on well with all the staff.’

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. However, people’s care records needed further development in some areas to reflect this.

People’s rooms were personalised and so were such things as walking frames to help encourage people to use them when they were walking. Care was personalised and staff knew people well. One person said, ‘The staff know me now. That I like to be on my own in my room. I wear what I want. The days go very quickly and just how I want them to be.’ Another said, ‘I have a shower every day usually in the morning. I have a bedtime routine which the staff know about. The carers are all ok.’

The provider promoted people’s independence and had choice and control over their own care, treatment and wellbeing. However, the care records needed further developing to show people’s abilities were being assessed to identify what aspects of care they were independent with and where they needed support.

People felt they could make decisions about their life. One said, ‘I feel very much in charge of my care here. When I press my buzzer they come and help me and get me what I want.’

Staff spoke about encouraging and supporting people to participate in their care to the best of their abilities.

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 staff responding quickly to people’s requests and noted staff were able to engage people in meaningful conversation. One person said when they had used the buzzer as they needed immediate support, ‘One day the staff sorted me out very quickly. Changed me, changed my bed. Put me at ease, chatted away. They’re great.’

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

The registered manager gave great importance to supporting staff. There was a trained mental health first aider and employee assist programme. When there was a distressing event, debriefs were held. There was a regular staff newsletter which promoted this and also employee of month and a long service award was about to be introduced. One staff member told us, ‘[Registered manager] offers dedicated drop-in days for staff to discuss any concerns, whether work related or personal, supporting our wellbeing and morale.’ A recent staff survey results had 100% of staff who had completed it as happy in their work, feeling valued and clear on their roles.