Redcot Residential 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 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. People and relatives told us staff were always caring in their approach. One person told us, “Everybody is kind here, I can't think of anyone who isn't, obviously you get on with some people more than others but they're all caring and helpful.” One relative said of staff, “They are good people, they really care.” We observed staff approaching people in a kind and sensitive way, taking time to stop and speak with people and ask if they needed anything. Where people had specified their preference for male or female staff to support them with their care, this was respected.

Staff spoke about people with affection and understood the importance of supporting people with dignity and respect. One staff member told us, “I always make sure when I talk to people to speak at a pace they can keep up with. We make sure we support [people with their personal care] with dignity and always knock (on bedroom/bathroom door) and wait until I get a response.”

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 told us they were cared for by staff who knew them well. One person told us, “The staff are good fun apart from being good. They understand my sense of humour and we get on very well.” One relative told us, “There are a couple of carers who really connect with [family member], they understand her and help her enormously.” The relative went on to tell us how staff had supported their family to get up and dressed after a long stay in hospital, taking time to find specific items of clothing they would be comfortable in so their relative knew which style to purchase going forward.

Staff used their knowledge of people to generate conversation about people’s families, life histories and interests. This created a homely and settled atmosphere with lots of laughter heard throughout our visit.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s independence was respected by staff. One person told us they preferred to have a lie in each morning before getting ready for the day. Whilst staff would check if they wanted any help, they understood it was important to the person to maintain their independence and choices. We observed staff supporting people to mobilise independently and to eat without support as much as possible before discreetly offering assistance. Staff understood the importance of promoting people’s independence and choices. One staff told us, “Even small achievements are so important for people’s independence. Communication is very important, speaking to one person for example, who showed us they wanted a hot drink themselves, so we looked at how to do that safely. That was important for them.”

People told us they chose how to spend their time and valued being able to have time alone whilst being able to have company when they wished. One person told us, “Personally, I’m very comfortable. I can choose whether to go downstairs or stay up here and read my newspaper, or whether to go down to the dining room or eat here.”

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 respond to people’s requests in a timely manner. Staff knew how to support people when they were experiencing distress and managed difficult situations calmly, ensuring people remained safe. We observed one person becoming upset in the hallway. Staff immediately gave the person reassurance and understood what would provide comfort to them. They went to find the person’s important possessions and sat with them until they were calm and smiling. On another occasion staff responded quickly to keep someone safe when they were showing signs of anxiety. Staff were vigilant and anticipated people’s needs such as checking if they were warm enough, if they wanted a drink or if they were happy with the choice of music.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The regional director told us they were committed to ensuring staff were well supported in their roles. They acknowledged that things had been difficult for staff due to changes within the management team. However, this had been recognised and improvements made to communication and support. The regional director told us, “We want staff to be happy and motivated. If staff are happy and have a nice environment to work in that reflects on the care residents receive.” Staff confirmed they felt the management team were supportive and were responding to their concerns which was enabling them to fulfil their roles.