Rock House 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Members of staff were kind and caring in their interactions with people and they understood people's needs. Staff levels enabled members of staff to spend time with people and talk with them and their families. A member of staff told us, “Providing dignity and respect means understanding each individual’s needs and treating them with kindness, fairness, and without discrimination. I listen their needs, respect their privacy and choices, communicate politely with them and involve them to take decisions about their care at every stage.” Another member of staff said, “I always knock before entering [people’s] rooms, encourage them to choose their own clothes, address them by their chosen name and give them privacy and maintain dignity when they are in bed or the bathroom.”

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. People’s care plans contained details about what and who was important to them including details such as, what time they liked to get up and go to bed, and what clothes they preferred to wear. Care plans stated the time people liked to get up and go to bed and what they liked to wear. A relative told us, “I can’t praise this home enough. The staff are amazing and they seem happy in their work. I have seen the same staff for years; there appears to be little turnover. All staff – cooks, cleaners, carers, managers – they all engage well with all residents. [Family member] takes part in activities including exercises 3 times per week, and they like the singers. The special events at Christmas and Easter are particularly memorable.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed people eating independently over lunchtime time. Where someone was struggling to eat with a fork, they were provided with a spoon which enabled them to continue to eat independently. A member of staff told us, “People are supported to have choice and control over their own care by being actively involved in decision-making, offered clear information, and encouraged to express their preferences about treatment and wellbeing. They are given opportunities to participate in planning their care, and their choices are respected.”

The provider listened to and understood people’s needs, views and wishes. Members of staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Members of staff new people well and understood their individual needs. A relative told us, “All staff are friendly and engaging, resulting in [family member] and me feeling part of a community. When a resident tries to stand, a carer will spot it very quickly whether they are capable of standing without assistance and react to prevent any falls.” Another relative said, “I like the fact the registered manager and staff are so willing to care for my [family member] with their dementia. I can’t speak highly enough of them.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Members of staff were well supported by the provider. They had access to information and support from the management team and there was a positive family-feel throughout the care home. A member of staff told us, “I receive regular guidance and encouragement from the registered manager and the provider, which helps me feel confident in my role. I feel valued and listened to, as my feedback is acknowledged and often acted upon. I am able to suggest new ideas about how care could be delivered, such as implementing more personalised support plans, increasing access to digital consultations, and incorporating regular feedback sessions to improve services. I do feel valued and listened to, as my input is acknowledged and considered in decisions about care.”