Country View Nursing 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 treated people with kindness, empathy, and compassion and respected their privacy and dignity. Staff interactions with people were caring, respectful, and focused on supporting people's individual needs and preferences.

During our visit, we saw staff treating people with kindness and respect. They supported people in a way that maintained their dignity and promoted their wellbeing. Staff were patient in their approach and took time to listen to people and respond to their needs.They were friendly, caring, and professional, which helped people feel comfortable and at ease when receiving support.People spoke positively about the way staff treated them. One person said, "They are all very nice, all of them. Out of 10, I would give them 10.5; some days you could give them 100."We observed staff respecting people's privacy throughout the assessment, including knocking on doors before entering rooms and speaking discreetly about people's care and support needs. This helped ensure people were treated with dignity and respect.

The provider treated people as individuals and made sure their care, support, and treatment reflected their needs and preferences. Staff understood people's backgrounds, interests, routines, and personal choices and adapted their approach to meet individual needs.

The service supported people to take part in activities they enjoyed and respected their preferences. For example, one person enjoyed bird and nature watching and preferred to spend time sitting outside.People told us staff knew them well and understood what was important to them. One resident said, “yeah, I have been long enough for them to know me now.”Staff knew people well, including their routines, hobbies, likes, and dislikes. One relative told us, “The staff have got to know (relative) inside out very quickly”.Staff demonstrated a good understanding of the people they supported and respected their choices and decisions. People were encouraged to maintain their preferred routines and make choices about their day-to-day lives wherever possible.

The provider promoted people's independence so that people had choice and control over their own care, treatment, and wellbeing. Staff encouraged people to make decisions about their daily lives and respected the choices they made.People were supported to keep in touch with family and friends. Visits were not restricted, and staff encouraged people to maintain relationships that were important to them. Staff understood the importance of respecting people's preferences and supporting them to make decisions wherever possible.

People were able to change their choices from day to day. During our assessment, we observed people choosing when they wanted to get up, where they wanted to spend their time, and what activities they would like to take part in. Staff respected these decisions and provided support in line with people's wishes.People were encouraged to do as much as possible for themselves and were supported to maintain their independence where this was safe and appropriate. This helped people retain choice and control over their daily lives.

Relatives told us people were encouraged to maintain their independence and take part in everyday activities. One relative said, "They do more with (relative), (relative) goes outside, has their meals sitting at a proper table at the dining table." People also told us they were able to make their own choices and keep control over their daily routine, saying, “I go to bed when I want to, and I do what I want in the day.”

The provider listened to and understood people's needs, views, and wishes. Staff responded to people's needs in a timely way and took action to minimise any discomfort, concern, or distress.

Staff knew when and how to contact healthcare professionals to make sure people received the right support. Records showed people were supported to see their GP, attend health reviews, and have regular wellbeing checks.

People had access to call bells to request support when needed. During the assessment, we observed call bells being answered promptly. Records also showed that most calls were responded to within one to two minutes, demonstrating that people received timely support when they asked for help.

People and relatives told us staff were approachable and available when support was needed. Relatives said staff responded quickly to any concerns and were proactive in recognising changes in people's needs. One relative told us staff were "very quick to spot if she has a problem” and another relative told us, they are on top of everything straightaway with medical stuff.”

The provider cared about and promoted the wellbeing of staff and supported them to deliver person-centred care. Staff told us they felt valued, supported, and able to carry out their roles effectively.

Staff felt supported in their roles and were comfortable raising concerns and providing feedback. They spoke positively about the provider and the support they received from the management team.Staff received the training, supervision, and support they needed to develop their skills and confidence. For example, the provider had supported staff members to enrol in NVQ Level 3 and Level 5 qualifications to further develop their knowledge and skills.

Staff had regular opportunities to engage with the registered manager through individual supervision sessions, team meetings, and informal discussions. They told us they felt comfortable discussing work-related issues, raising personal matters where appropriate, and contributing ideas to improve the service. The provider also did regular employee satisfaction surveys.