Springfield House 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. Staff treated colleagues from other organisations with kindness and respect.

People told us staff were attentive and took time to listen and be with them.

We observed kind and meaningful interactions between staff and people, which showed staff respected and valued people using the service. Staff knew how to communicate with people, using their preferred names. Staff were respectful with people and when talking about those they supported.

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.

Care records captured people’s life history, preferences and needs. Including information about how they wished to be supported and their likes and dislikes. People’s protected characteristics, such as religious beliefs and disability, were reflected in care records.

Staff told us how people liked to spend their time and which activities people preferred. One member of staff described how a person had been in the military and how that experience was important to them.

We observed people’s bedrooms were personalised with items they chose, such as photos and personal belongings.

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 make day‑to‑day choices about when to get up, what to eat and how they wished to spend their time. Activities were adapted so those who preferred not to join group sessions could still participate or receive one‑to‑one time such as completing quizzes with a member of staff. One person told us they felt “welcomed but not compelled” to join in with the many different activities.

Staff encouraged people to do as much as they could for themselves and used equipment where appropriate to maintain their mobility and independence. People were able to receive visitors freely and were supported to keep in touch with family. Relatives confirmed they could “visit any time” and were involved in decisions about their family member’s care arrangements.

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 and relatives described staff as responsive, saying staff are “always very respectful” and informed them when people’s needs changed or when incidents occurred.

Staff recognised when people needed assistance, including those unable to communicate verbally. Staff responded quickly when people became distressed. One member of staff was seen reassuring a person who appeared calmer as a result.

Observations during a mealtime showed staff responded promptly to requests, supported people who required help and offered alternatives if needed. People and relatives reported they never felt concerns were ignored, with one stating they would tell the manager if they had any worries, and it would be “dealt with”.

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

Staff spoke highly of the management team and stated they felt supported. Staff told us the registered manager was “approachable” and “very caring”. One member of staff told us the provider was a “very good boss. If I am ill or family are ill, they let you take time off or will switch shifts”.

New members of staff were supported during their induction. All staff offered advice and guidance to ensure new staff members were provided with additional support.

The provider explained they had recently worked with the team to ensure all staff received regular supervision and appraisals. We reviewed records and found this had been implemented and some staff had completed supervision, with plans to ensure all staff met with their line manager.