Park 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 80 (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.

People provided positive comments about the staff and leaders in the service. One person told us, “It’s the little things that tell you most, if [Person] is in the lounge and a carer walks by [Person] lights up and reaches out and they ‘hi five’ them or give their hand a squeeze, they love it. There is so much warmth in their care for [Person] and for me, they have hugged me when I’ve been upset, so kind. It’s all the little things that make it good, they all connect with the residents, it's lovely.”

We observed several interactions of all staff including housekeeping, maintenance and leaders where they showed kindness, compassion, and dignity towards people.

Partners told us they had observed staff being very kind and caring towards people and staff treated them with respect when they have given feedback.

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.

Staff knew people well and people confirmed this. One staff member commented, “People normally chose to have their lunch in the main lounge or in their rooms and this depends on the person and the day.” Another staff member told us, “We have some people who like to be in their rooms ready for bed at 4pm but others will stay in the main lounge until late socialising.”

One person told us, “Last night the staff were brilliant, I couldn’t sleep well, and they came and checked on me throughout the night and brought me fresh cups of tea 3 times.”

People’s cultural and spiritual needs were taken into account, and this was demonstrated through records we saw. We saw people’s life histories comprehensively documented in care plans to provide staff with knowledge about people.

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 being offered choice during our assessment of the service. For example, we saw a staff member ask a person where they would like to sit in the main lounge area. We saw people walking around the service throughout the day and staff stopping to chat with them. We saw some people had sofas located in their rooms to facilitate family members being comfortable and staying for longer periods of time throughout theday. The service had a resident cat who was well looked after and a person told us how the cat visited them often. They said how beneficial having the cat was to their wellbeing and how much they loved the companionship. We saw people who smoked were supported to access outdoor areas. One person who was interested in gardening was supported by staff to create a small, enclosed garden outside their room window. The person chose the plants they wanted, and they commented about the positive impact to their wellbeing of being able to look out of their bedroom window into a nice inviting space rather than the car park.

People told us they could get up and go to bed whenever they wanted, and staff supported them with this. People said they had personal care when it suited them rather than staff. They also told us staff would provide drinks and snacks whenever they requested and brought them in for visitors as well. We saw one person who had access to a small fridge in their bedroom to store the snacks they liked.

A staff member described how a person who used to live in the local community wanted to go out in the wheelchair to look at the new homes being built. The person really enjoyed the trip out and had the opportunity to talk to other residents and family about the local area.

There was information in people’s care plans about maintaining independence, choice and control. For example, one care plan stated, “[Person] prefers the bedroom door to be kept closed.”

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.

People and their relatives told us staff always responded to their needs. One relative told us, “They don’t just respond to [Person’s] needs they anticipate their needs as well, which makes me feel so reassured.”

We saw call alarm bells were being responded to quickly during our on-site inspections. People said staff responded when they called. Call bell analysis showed people were being responded to by staff in a reasonable time frame.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us the provider and leaders at the service looked after their wellbeing. They told us leaders checked up on wellbeing needs regularly and they felt supported. They felt the culture embodied by the provider and leaders allowed them to feel safe in their job roles. Staff said they could speak to the registered manager, the operations manager, and the owner of the service, when needed and always felt listened to. One staff member described the owner as “Brilliant, kind and caring and always on hand if we need anything. I have their telephone number in my phone, and I can call anytime.”

Due to some staff being from overseas the provider offered these staff longer periods of annual leave so they could spend more time with their families overseas. Staff said this impacted on them positively as it reduced the cost of travelling several times a year for just a couple of weeks. It meant they could also spend longer periods with their families.

Staff told us they had regular breaks and were not rushed in their role. The provider also offered staff who worked a full day, access to a free meal. Staff said this made their lives easier because they did not have to worry about preparing food before their shift commenced. Most staff had worked in the service for a long time and staff retention overall was good.

Some staff told us how the provider had made reasonable adjustments for them and offered extra time off after personal bereavements which made them feel cared for and valued. One member of staff had been on long term sickness, and the provider had been supportive, kept their job role open in the hope of a return date.

Staff also talked about having time off to attend events such as parents evening at school and childcare emergencies which made their lives less stressful. Staff also commented that all the staff in the service were supportive and helpful at covering shifts when needed to prevent agency use.

Nurses told us they were given extra hours to complete their PIN registration with the Nursing and Midwifery Council and the provider offered flexibility in the time off needed to complete the relevant courses and qualifications. They felt the provider understood the benefits of having qualified nurses who were competent in their roles.