Pendene 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 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.

People and relatives told us staff were kind and compassionate. They treated people with respect and protected their privacy and dignity. One person told us how staff had supported them following a bereavement. They said, “Everyone was nice and it meant a lot.”

Another person explained how staff took time to support people with mobility problems. They said, “They will spend time getting them sorted so they can enjoy all the usual things.”

We saw staff made sure people who stayed in bed because of their health needs were comfortable and had a drink and call bell in easy reach. A relative said, “It’s like one big family. “

Staff spoke with people in a polite and kind manner. They gave people time and clear information.

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 treated as individuals. Their individual needs and preferences were understood and reflected in their care, treatment and support.This included people’s personal, cultural, social and religious needs. These were set out in individual care plans. Staff knew people well and respected their preferences.

One person told us how they needed time and some help to do things because of their disability. We observed staff telling them to have rest when they became breathless. Another person told us how staff knew their daily routines and respected these.

People’s communication needs were recorded and planned for. Staff knew the most effective way to communicate. They knew how to engage people in conversation about things they were interested in or were important to them.

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 supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. People and relatives told us staff always offered choices and promoted their autonomy.

We observed staff supporting people to maintain their mobility as independently as possible. Staff provided encouragement and allowed people sufficient time to mobilise safely and at a pace which suited their individual needs.

Staff knew people well and told us about individual’s preferences, likes and dislikes. People were supported to take part in activities. Some people said they would like to do more activities outside of the home in the local community.

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.

People’s needs, views, wishes and comfort were a priority, and staff quickly anticipated these so people didn’t have to wait for support. This avoided any preventable discomfort, concern or distress.

Staff knew people well, and care plans supported the early recognition of signs of distress. Staff used effective communication techniques to provide reassurance, comfort, and emotional support when needed.

A relative told us, “Staff just constantly make sure [family member] is alright.”

Staff showed concern for people’s wellbeing in a caring and meaningful way. We observed staff supporting a person new to the service, they offered reassurance and supported them to orientate themselves to their new surroundings.

The provider had policies and procedures which described what staff should do in the event of deteriorating health or accident/incident. Staff understood their responsibilities including seeking medical attention appropriately.

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 supported, cared about and valued. A staff member said about the staff team, “It’s like a family to me.” Staff told us they had both personal and professional support.

The provider recognised the value of a diverse workforce through non-discriminatory recruitment policies. Reasonable adjustments were made to accommodate staff needs and this had a positive impact on care and support delivered.

A staff member said, “We get treated with respect and are a good team.”

The provider carried out an annual staff survey. The 2026 staff survey returned very positive responses to questions about staff wellbeing and experience of working at the service. Staff retention rates were high.