Patcham 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 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. We observed warm and friendly interactions between staff and people, who were comfortable in each other’s presence. There was a calm atmosphere at the home. One person told us, “They are so lovely to me, they absolutely treat me with respect, they are always popping in to say hello.” A relative said, “The staff are caring, compassionate, and take their time when providing personal care. They regularly engage her in conversation and treat her with great kindness.”

The provider, management and staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Relatives told us, “The staff do an excellent job when providing care; they are gentle and never rush [person].” Another stated, “[Person] loves her word search books, and the staff make sure she always has them nearby.” Staff knew people well and told us they were given time to read care plans. Daily handovers were used to discuss any changes in people’s immediate needs. A visiting professional told us, “Staff are compassionate and caring towards the residents, and know their needs well.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff had a good understanding of people’s individual needs and what was important to them. People were encouraged to participate in activities they enjoyed, including going out for a walk if they chose to. We saw people being given choices throughout the inspection visit, this included what they would like to eat and where they would like to spend their time. People were encouraged to maintain relationships that were important to them, and we saw a number of visitors throughout the day. One relative told us, “[Person] enjoys socialising and is supported to spend time in the communal areas, where they interact with other residents, something they really enjoy.”

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. We observed warm interactions throughout our visit between people and staff. For example, one person was bed bound but we saw a staff member sitting with them and holding their hand for some gentle reassurance. Call bells were responded to in a timely manner, and when people needed support in communal areas, staff were always present and attentive. One relative told us, “The staff are kind, caring, and professional, and I have every confidence that [person] is safe in their care.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us that they felt valued and supported by the management team. Staff were given regular opportunities to share their views and told us these were heard by management. One staff member said, “I can approach them with anything, even if it’s personal circumstances. We work together and support each other as a team.” Another added, “I always feel listened to, I can talk to them about anything, including development. They always ask if there’s more things I want to do.”