Archived: Lower Bowshaw 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 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff and leaders always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff interacting with people and found them to be kind and caring. People told us staff were respectful and cared for them well. We observed staff knocking on people’s bedroom doors and waiting to be invited into people’s rooms. Staff appeared to know people well and knew their likes and dislikes. One person said, "The staff are caring, and we are well looked after. They [staff] knock on my door. I am treated with dignity and respect."

Staff and leaders 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 were supported by staff who knew them well. 'This is me’ documents had been introduced to help staff have a better understanding about people. One person said, "I can make my own choices and get up when I want. I can go to bed when I want.”

Staff and leaders promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had access to an activity coordinator who arranged and carried out a range of activities. People were complimentary about the activities within the home and told us they were asked for suggestions about what activities they would like. Events organised included coffee mornings, baking, walks to local shops and park, and a monthly pub quiz. Seasonal celebrations were also held around events such as Christmas, Valentines Day and Burns Night. One visiting professional said, "At observations of activities and mealtimes I have been able to see how staff are caring and compassionate, treating residents with dignity and respect.When I asked the activity coordinator what activities they would be doing, they told me this was up to the residents to decide. Mealtime experience was pleasant, residents offered a choice where to sit, offered choice of food, hot and cold drinks." Another visiting professional said, “I have noticed that residents are being encouraged to spend time in the lounges and taking part in activities in the home if able which helps with mental and physical stimulation for them. Residents seem to be more engaging with staff and each other.”

Staff and leaders 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 interacting with people and found they knew people well and were attentive to their needs and desires. One person requested to go and lay down, and this was actioned. One relative said, "They are fairly quick when [family member] rings the buzzer.”

Workforce wellbeing and enablement

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. Staff had access to a staff handbook and policies and procedures. However, the provider did not always keep to their commitment to support staff. For example, the staff handbook had a section about supervision and stated the provider was committed to providing regular staff supervision. Whilst there had been some improvements in this area, we found some staff had not received regular supervision.