Darnall View 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Without exception staff and leaders had a very caring attitude and their relationships with people, relatives, visitors, and each other were extremely positive. The service had a culture of kindness where everyone mattered and was treated with compassion and dignity.Staff were very patient when people became distressed and they knew how to comfort them. For example, 1 carer put their arm around a person and communicated in a soft gentle way. This lifted the person’s mood from crying to smiling. One relative said, “It's a beautiful place, just like a real home and the staff are always smiling. Right from the beginning, I knew I had found the right place for [family member] and I can relax knowing they are cared for and well looked after.” Another relative said, “It's brilliant, the care the staff give is second to none.” Another relative said, “Staff go out of their way to make sure [family member] is well looked after. They [staff] genuinely do care.”

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 and leadersrecognised and celebrated people as individuals, tailoring support around their preferences,historiesand personalities.People were encouraged to personalise their bedroomswith meaningful belongings and staff knew people extremely well, including their routines, hobbies, and family relationships. 

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 supported to maintain maximum independence and choice, appropriate to their needs and abilities. One staff member said, “Everyone will be encouraged to communicate their rights, and this is done by giving clients time in an environment that is supportive. Information is given in a way that the client is most likely to understand and by a person that they feel comfortable with. We ensure that client’s communication needs are met in every way ensuring they have the opportunity to express themselves. All expressed needs would be documented and communicated with the rest of the team.” People had access to an activity co-ordinator who provided social stimulation and outings for people. We observed activities taking place in line with current events such as Valentines Day. One relative said, “There was a Valentines party recently and all relatives were invited. It was a good party, and it gave me opportunity to meet other relatives and share experiences.” Another relative said, “They [the home] have activities and there is always something going on.”

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.Our observations showed staff noticed subtle non-verbal cues, such as discomfort, distress‑ or changes in behaviour, and took prompt action to alleviate stress. One person became distressed and staff showed compassion and patience. Staff remained calm and offered support which made people feel comfortable and safe.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to a staff handbook which included the providers policies and procedures. Staff had opportunities to progress within the organisation if they had a desire to. Staff enjoyed working at the home and told us the provider valued them and their contribution.