St Stephens 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 requires improvement. At this assessment the rating has changed to 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.

During our inspection we observed staff treating people with kindness. People’s dignity was respected. For example, bedroom doors were kept closed when personal care was being delivered to people.

An external health professional told us, “Residents are always treated with compassion, kindness and respect.”

People’s right to privacy and confidentiality were respected. People’s care records were kept securely.

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.

The provider fostered a welcoming culture for people’s families to help ensure people maintained relationships which were important to them. Peoples’ relatives were encouraged to contribute to their care plans to help ensure person centred information was captured. This helped people to be cared for in a way which recognised their individuality.

Activities were provided which reflected people’s personal needs, for example, for people who were cared for in bed, activities were provided on a 1-1 basis, such as nail manicures. Group activities included pizza making and scone baking.

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

People’s care records showed people had as much choice and control as possible in their lives. For example, people had choice in relation to the gender of staff who provided their care and support.

People’s independence and outcomes being maximised by the use of a range of appropriate equipment to support their needs, for example, lifting hoists, walking frames and wheelchairs. We observed staff assisted people where required in a discreet and sensitive way and in a way which encouraged their independence.

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 to people’s needs in a timely way. For example, for a person who was quite distressed, we observed staff offer comfort and reassurance which had the effect of calming the person down.

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

The manager explained how staff were very much valued at the home and staff were able to feedback using a suggestion box. They also explained how overseas staff were supported to complete an NVQ. (Recognised practical work-based qualifications that are achieved through training and assessment.)