Seaton Hall Residential 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.

Staff treated people with respect. We observed many kind and caring interactions between staff and people. Staff were knowledgeable about people, their life histories, likes and dislikes. Relatives and people were complimentary about the care and support provided by staff. A person told us, “The staff are bloody marvellous, I love everybody here.” Another person said, “There’s some good girls here and I feel confident with the staff.” A relative told us, [The registered manager], she’s lovely, all the staff are lovely.”

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 felt staff were caring and people were treated as individuals. Comments included. “Can’t fault the carers they treat [people] as individuals,” “I think they are kind. Staff will chat with [Person], and they will make their own choices” and “I can’t fault the carers, we come every day. The staff have time to spend with [Person], they are often sat with them when we come in. It’s home from home.”

Care plans contained generic information relating to people’s communication needs. Although, we observed staff supporting people to express their wants and needs. The registered manager told us they could not delete the prepopulated information within care plans and advised they would approach the software provider to resolve the issue.

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

People were promoted to be as independent as they were able and wished to be. Staff were patient with people and allowed them to take the lead. One person was supported to care for their pet, including feeding and exercising.

Staff supported people to engage in activities and access the local community, to promote and support their independence. People were regularly consulted to suggest activities and outings.

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.

Staff were attentive to people’s needs and took time to observe, communicate, and engage with them to identify their immediate needs. Staff knew people well and recognised the different ways in which each person may be communicating discomfort, pain or distress.

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

Staff had opportunities to provide feedback, engaged in regular supervisions and attended team meetings.

When required, reasonable adjustments were put in place to support staff to carry out their role.