Sheerwater 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.

Staff treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff treated colleagues and professionals from other organisations with respect.

People told us staff were kind and caring. One person said, “I am happy with the carers, they are very nice; I like them all.” Another person told us, “The people here are kind, and they do a good job.” People said they enjoyed living at the home as it had a friendly atmosphere in which residents, relatives, staff, and leaders got on well together.

People told us staff treated them with respect and maintained their dignity when providing their care. One person said of staff, “They are kind and respectful. They are very professional when they wash me, that’s all done well.”

Relatives told us leaders and staff created a welcoming atmosphere and a homely environment. One relative said of staff, “They are very attentive, very caring.” Another relative told us, “The staff are wonderful and so patient. They are always welcoming.”

The provider treated people as individuals and made sure people’s care and support met their needs and preferences. They took account of people’s strengths, abilities, culture, and unique backgrounds.

Staff had taken the time to find out about and record people’s personal histories, including their family relationships, education and employment history, hobbies and interests. This information enabled staff to engage with people about their lives before they moved into the home.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported them to manage aspects of their own care where they wished to do this.

Staff promoted choice in the way they supported people, encouraging people to make decisions about their care and their day-to-day lives. One person told us, “I have plenty of freedom here. I can go to bed when I want and get up when I want. My favourite carer gets me ready for bed at half past 7; I’m ready to go up then.”

We found more could be done to promote choice for people at mealtimes by developing pictorial menus for people living with dementia and shared this feedback with the registered manager.

People were supported to maintain relationships that were important to them, including with their families and friends. Relatives told us staff were welcoming and said they had been made to feel part of the life of the home. “All the staff have introduced themselves to me. It feels homely and so far, so good. As long as [family member] likes it and is well cared for, that’s all that matters.”

The provider employed staff to run 3 art and craft sessions a week and 2 exercise sessions a week. Although some people told us they enjoyed these sessions, others said they would like to see a greater variety of activities and have opportunities to go on trips and outings. For example, some people told us they enjoyed music and singing and said they would like to do this more regularly. “On Tuesday and Thursday, a very nice young lady comes in to do exercise. We don’t have music often enough, though; the TV is on most of the day. I’d like to do singing, that would be a lot of fun.”

We shared with the registered manager that people would benefit from more opportunities to take part in activities which met their needs, and more involvement in their local community to promote and support their wellbeing and quality of life.

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 said staff responded promptly when they needed care or support. One person told us, “There is a call bell by my bed and in the bathroom. I have used it on several occasions and they did come along quickly.”

Relatives said staff had supported their family members to settle in when they first moved to the home. One relative said, “[Family member] was very disorientated when he first arrived. The staff spoke to him quietly and said they were here for him if he was worried about anything; it seemed to calm him down.”

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

Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. When necessary, leaders provided a timely and considered response.

Staff felt valued by their leaders and their colleagues, which had a positive impact on the care they delivered to people. There was a good sense of teamwork and staff told us they worked well together to ensure people’s needs were met. A member of staff told us, “We work as a team. If some of us need help, we always call out. We don’t hoist alone; we have to work together to look after them.”