Turret Villa Retirement 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.

People were treated with kindness, compassion and dignity. People and their relatives felt that staff knew them well and treated them as individuals. People were supported to maintain their independence and make choices about their lives. Staff responded to people’s immediate needs quickly, calmly and appropriately. Staff felt well supported by the management team.

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.

People were treated with kindness, empathy and compassion. Staff respected people’s privacy and dignity. Staff treated colleagues with kindness and respect.

People were able and encouraged to maintain relationships. People were given a choice to take part in activities that interested them. One person told us, “We can join in with games, movies, quizzes” and another said, “[Staff] arrange quizzes and horse racing, and the ladies do weaving, knitting and sewing”. Another person stated, “I have a friend who visits me here” and “I like to sit and knit in my room, that is okay here”.

Staff respected people’s privacy and dignity. When asked if treated with respect and dignity comments from people included, “[Staff] are nice and I feel respected”, “Yes, I do [feel respected] or my daughter would take it up with them” and “Yes absolutely.” Relatives felt the same, their comments included, “Without a doubt [person] is (treated with respect).”

Staff 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 preferences around the gender of staff who cared for them was respected. With one relative stating, “Yes, [person] is, she has requested female staff, and that has been respected.” Staff took the time to get to know the people they were supporting and working alongside. Care plans included people’s preferences, aspirations and culture choices.

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

A relative said, “[Person] is able to make everyday choices “. Where people could not verbalise their choices, guidance was in place for staff to ensure people could make choices when possible using alternative methods of communication. Staff included family members in decision making where people could not do so themselves.

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.

Daily care records showed staff reacted to people’s immediate needs quickly and appropriately. We observed an incident of a personal call bell being utilised whilst we were at the service. Staff responded immediately, in a calm and appropriate manner, to ensure the person received the care and treatment they needed.

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

Managers undertook supervisions and team meetings to support staff. Feedback from staff was overall positive. Comments included, “I feel supported, absolutely, and I can raise suggestions at meetings, and they will be listened to.” Another staff member said, “I feel supported and I have regular supervision and can discuss any concerns”. A senior carer told us, “[Staff] have regular senior meetings where we can get support and discuss as a team any concerns that we may need to escalate to management.”

The provider enabled staff to deliver person-centre care. When asked, staff told us, “[Staff name] themselves undertakes the person-centred approach training face to face with [staff] and it is really good.”