Salford House

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 and relatives were complimentary about the staff and management team who provided care for them. Our observations showed people had developed excellent relationships with the staff who supported them. We saw professional relationships between people and staff made a positive difference to people’s wellbeing. People were clearly confident and comfortable with staff and each other. People told us they enjoyed going out, and in some cases, the deputy manager took people out on day trips. One person said, “We have trips out –we’ve been to the Butterfly Farm, a garden centre and the Valley (shopping outlet). We go by car, [deputy manager] drives. We’ve done a couple each month through the summer.” Relatives said staff were kind and considerate of people’s individual needs and abilities. During our visit, we saw some people were anxious and staff spent time with people making them feel more calm and relaxed.

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.

People and relatives told us they were treated well by staff, who were kind and caring towards their individual characteristics. People felt their individual circumstances were considered and respected. One person said, “We talk and chat to one another (staff). People listen to us. It’s company. I would have nobody as my relative lives away. They are glad I’ve got somewhere like this withthe company, books and games to play.” One person spent a lot of time in their bedroom, despite staff encouraging them to socialise in communal areas. This person told us they thought the home was great and they were well looked after. This demonstrated staff respected the person’s choices but still reached out to them by encouraging them to socialise. A staff member said this person enjoyed dancing and said, “[Persons] family bring them a McDonalds on a Saturday night, and they sit and watch Strictly together.”

Some people told us they enjoyed watching films and television. One person said, “We do what we like. We love having a cinema afternoon. [Staff name] knows I don’t like popcorn, so they get me a little packet of salted peanuts or chocolate buttons.” People’s care plans provided the information needed to provide the individualised care and treatment they needed. People were recognised by staff as individuals, and this was confirmed by what people and relatives told us. One staff member told us they offered to support people to do things they might find interesting. The staff member said, “They welcome me, but you don’t try to make [people] do something they don’t want to do.” Another staff member said, “The care plans definitely give the information you need, for example if people are diabetic, and what their care preferences are."

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

People were complimentary of the staff and their surroundings. One person said, “I’m very comfortable. It’s a nice room. All the staff are brilliant, and we can usually have a laugh.” Another person said, “The care we have here is very good. The people’s nature and the food are both quite good really. There is plenty to do.”

The staff had recently celebrated a person’s milestone birthday, with the person, their family and those living at the home. We saw banners, bunting and cards around the home as a way to mark the celebration. The registered manager said they had arranged for a singer to be present as part of the celebrations. This was really appreciated by the person’s family. The persons relative said, “The staff really put themselves out for [Relative] birthday.”People enjoyed opportunities to live full and meaningful lives at the home and within the local community. People were encouraged to maintain their interests and hobbies, as well as considering new experiences. Managers and staff knew people well, they listened to what people had done in the past and tried to facilitate their preferred pastimes in the present. The deputy manager explained, “We hate hearing I used to do this, and I used to do that. What is stopping you doing it now?”

People had a vast range of activities and events to participate in if they wished. These included growing vegetables in the garden which were used in the kitchen. A deputy manager told us a person moved to Salford House from another home. This person had anxieties and the deputy manager said, working with this person, they found out it was important for that person to find where a loved one was buried. The registered manager said they found the church and the grave site together so this person could pay their respects. The deputy manager said this person had become more settled and content. We were told of another example when the deputy manager took a person out to buy clothes as some of their clothes no longer fitted. Staff told us people liked dancing and some people enjoyed watching ‘Strictly come dancing’ on the television. Staff knew some people had not seen the latest episode so asked if the wanted it on the television so people could watch it.

It was clear from our observations, people felt relaxed with all the staff. We went into a person’s room (with permission) and the person enjoyed ‘banter’ and jokes with the maintenance person. Other people laughed and joked with staff and us during our visit. This demonstrated a confidence they felt able and relaxed to do this and that they felt comfortable in their surroundings. Some people watched television, other people sat in quiet areas, other people spent time in their rooms on their personal electronic devices. Snack boxes provided opportunities for people to be independent if they wanted a drink or something to eat. Snack boxes were positioned by armchairs in the hallway, and in the lounge and small lounge. These boxes included crisps and packets of biscuits. A jug of squash and beakers were on a unit in the lounge.

People’s care plans contained information about people’s individual histories and preferences so staff knew what was important to people. During our inspection we saw people were supported with personal care in a way that reflected their personalities and preferences. Staff had taken time to ensure people were not rushed. In one room we saw a staff member providing nail care to a person while they chatted together.

Staff used people’s care plan information to guide them on how to provide people’s care in the way they preferred. In addition, staff checked directly with people prior to giving them support, so they could be sure how people wanted their care to be provided. Our observations showed staff gave people choice and confidence to say what they wanted to do and where they wanted to go. In 1 example, we saw staff checked immediately prior to lunch service if a person wanted to take lunch in their own room or in the dining room.One staff member gave us an example of how staff supported people to keep in touch with those that were important to them. “[Deputy manager] picks up visitors to visit here, if they can’t get in on their own.” The registered manager also told us people were supported to maintain key relationships because the home offered equipment and support to visitors to enable this.

There were no restrictions on relatives visiting their family members at the home, and staff told us relatives were welcome to come and have a meal with their family members.

Staff gave examples of interesting things they supported people to enjoy, such as word puzzles, history facts, visits from singers and local school children, as well as activities that touched on people’s past experiences, through the provider’s “Daily Chat” newspapers. Staff explained these were used each morning to spark discussion and social interaction with each person nursed in bed and helped to ensure all people had some opportunities for social interaction each day. Staff told us people had developed friendships with other people in the home, which helped people to feel less isolated. A staff member said, “You use every opportunity to get [people] outside.” This included on trips to butterfly farms and cafes and pubs in the community. Some people enjoyed spending time in the garden, baking, doing arts and crafts. Significant dates such as VE day were celebrated with people.

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.

During our visit we saw staff respond promptly to call bells, and when people looked like they needed help or assistance. We saw 1 care staff member go to a person exhibiting some confusion in the dining room. The care staff member said, “That’s okay, I can help you remember.”

Staff focused on people’s needs and responded to these in a timely way, for example we heard a person shouting for staff when in their bedroom and we saw a staff member responded immediately. Staff quickly took action in the ways people preferred when they were distressed and we saw examples of this throughout our visit.

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 they felt valued because of the way they were treated and supported by leadership in the home. One staff member told us “We get a Christmas bonus and presents.” A staff member told us the registered manager had supported them by allowing them to vary their uniform, so they were more comfortable supporting people. The staff member said, “You can talk to [registered manager] about things.” Another staff member said they had been supported to work flexibly when they needed time off to support their own family member. A further staff member also said leaders were understanding of their caring commitments, for example when their child was ill. The provider said they valued their workforce and management team and were proud of how they supported people and each other to make Salford House the best it could be.