Valeries Care Home and Valeries Home Care

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 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 treated people with kindness, compassion and respect, and upheld their privacy and dignity. Staff also interacted positively with colleagues and visiting professionals.

During the inspection, we observed interactions that were kind and respectful. Staff demonstrated a caring and compassionate approach when supporting people.

Staff engaged with people in a patient and attentive way. For example, we observed a person being helped to the dining room. The staff member walked at the person’s pace, gently holding their hand and talking with them as they walked. The person appeared relaxed, smiling and engaged in the interaction.

People were cared for in a way that promoted their comfort and wellbeing. We saw staff offering people drinks and snacks throughout the day.

People spoke positively about the care they received. One person said, “The care is the best.” Another person told us, “They have a core team of carers, and they know the residents very well and what they like and what they don’t like. They are proactive, not reactive, which is lovely.”

The provider treated people as individuals and ensured care and support reflected their needs, preferences and personal circumstances. People’s strengths, abilities, backgrounds and protected characteristics were considered when planning and delivering care.

Care records contained detailed information about what was important to each person. Staff demonstrated a good understanding of people’s preferences and responded to their individual needs in a personalised way.

Staff knew people well, including their personal histories, relationships, interests and life experiences. This helped staff to engage meaningfully with people and provide care that was tailored to them. Staff listened to people and acted on their requests, ensuring care and support were flexible and responsive to individual preferences. This resulted in people receiving personalised care that respected their individuality.

The provider promoted people’s independence and enabled them to have choice and control over their care, treatment and wellbeing.

People were encouraged to make decisions about their day-to-day lives, including what they wanted to eat and wear. One person told us, “I have a choice. It’s my life, my choice and that’s how I like it.”

Staff encouraged people to remain independent where possible. For example, 1 person was supported and encouraged to mobilise, which helped maintain their independence. One relative told us, their relative chose what they wanted to wear.

People’s dietary needs and preferences were understood and met. Information about allergies, preferences and dietary requirements was available to staff. The chef told us they regularly discussed meal choices with people and would prepare alternatives to the standard menu to meet individual preferences.

This enabled people to maintain control over their daily lives and promoted their independence and wellbeing.

The provider listened to and understood people’s needs, views and wishes. Staff responded promptly to people’s needs and took action to minimise any discomfort, concern or distress.

People told us staff were quick to respond when they required support, and we observed this during our inspection. Staff were attentive and provided reassurance when needed.

Equipment and systems were in place to support people’s safety, including the use of sensor alarms where required. Staff were familiar with people’s individual routines and preferences and respected these, which promoted comfort and dignity.

Relatives spoke positively about how staff responded to changes in people’s needs. One relative told us, “[Relative] had a problem, and they called the local doctor who gave [relative] cream to put on. I can’t fault them.” Another relative said, “She’s brilliant, [manager] is on it straight away. She managed to get the consultant appointment in 1 week. I had tried for 2 years.”

The provider promoted the wellbeing of staff and enabled them to deliver person-centred care. Staff told us they felt well supported by the management team. One staff member described management as “very supportive,” and another said they felt their work was always appreciated.

Staff received regular 1-to-1 supervision with their line manager. These meetings provided opportunities to discuss their role, training needs, and any concerns.

The provider recognised the demands of working in health and social care and had systems in place to support staff wellbeing. This included providing emotional support following challenging situations, such as end-of-life care or safeguarding incidents.

Staff told us they were able to speak openly with managers and felt listened to. Supervision sessions provided a safe space for reflection and discussion about their work and wellbeing.