Silver Howe

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 65 (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 were treated with kindness. People and relatives told us staff were caring and respectful. One person told us, “The staff are very good, they are very nice to me.” Staff knew people’s wishes and preferences well and the staff culture in the home was seen to be caring. Positive comments were made about the registered manager and staff.

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 were seen to treat people as individuals and were considerate of people’s protected characteristics and supported their personal, cultural, social and religious needs.

The provider did not always promote people’s social needs. People’s independence was promoted and people could have choice and control over their own care and treatment.

We did not see any regular group activities being provided or engaged with daily. People and their relatives told us there was little in the line of regular activities for people to partake in. The activities coordinator only had 10 hours per week to fulfil this need. We did not see regular activity support or recorded 1:1 time for those who might be at risk of social isolation. One person told us, “I watch telly, I don’t do anything else.”

People were supported to maintain important relationships, and we saw that visitors came and went as they chose to. People’s independence was actively promoted where relevant.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs when they were available to minimise any discomfort, concern or distress.

People’s urgent needs were responded to and dealt with. Where people could not communicate well staff demonstrated they knew them well. Several people could not use their call bell to request assistance, and we saw that staff made checks on people instead. However, we did not see peoples care records always identified this risk. People told us they sometimes had to wait for their call bells to be answered.

The registered manager 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 very supported by the registered manager. Most staff thought there were sufficient staff on duty. Staff were given a variety of opportunities to raise any concerns. Overseas staff we spoke with told us they felt very supported and told us they really enjoyed working at Silver Howe.