Uplands House Care 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 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.

Relatives and professionals told us staff treated people with kindness, compassion, and dignity.

We observed members of the management team treating people with kindness and observed they had a good rapport with people and knew them well.

People could receive visitors when they wanted. When visitors came to the home there were private spaces both inside and outside the home which people could utilise.

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 were able to make choices throughout their day, including what they wanted to eat and how they wanted to spend their time. We observed staff offering people choice and responding to their wishes throughout the inspection.

The registered manager told us how they involved people in their care planning, which included ensuring staff had time to spend talking with and listening to people. Each care plan included a statement or statements from the person themselves, describing what they wanted their care to look like.

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

Staff were positive in empowering people to be as independent as possible and celebrated this.We observed the mealtime experience for people. People were given a choice of where they would like to eat their meal. We observed there were 2 menu options. If people did not want either choice on the menu, there were other alternative options. This meant people were given independence, choice and control and their choices were respected.

We reviewed people’s daily notes which evidenced they were supported to maintain their independence, were offered choices, and their refusals were respected.

Staff told us they involved people, for example during medicines administration. Staff told us people had the right to refuse, and they would respect their wishes.

Staff were communicating with people in the way they preferred and were kind and compassionate.

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 staff responding positively to people. It was clear staff knew people well and responded to their immediate needs with kindness and compassion. We also observed staff knowing when to give a people space to enable them to reduce their anxiety.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff members told us the home was a good place to work. Team meetings were held to discuss issues relevant to the service or staff experience.

We reviewed surveys, supervisions and team meetings for staff. Action plans were devised from these surveys and meetings and were shared with staff. This meant staff’s views were listened to and supported continuous improvement.