Dent House Nursing 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 80 (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 the staff listened to them and communicated with them appropriately. Staff were skilled in helping people express their views and communicated with them appropriately in ways they could understand. Staff used respectful language when describing people and their care needs. The registered manager was genuinely caring and supported people to develop skills and live fulfilled lives.
 

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individual needs were understood and detailed in their person-centred care plans. People’s relatives spoke positively about the staff’s ability to communicate verbally. One relative explained how staff had taken the time to understand their family member’s unique needs and preferences. They described how staff were able to recognise and interpret the person’s reactions, enabling them to understand and respond appropriately to what the person was communicating.

People were supported to have meaningful lives, with regular opportunities access to the community and pursue interests that mattered to them. The registered manager was very supportive and encouraged people to maintain those wider links. People had the option to attend events, and shared with us recent and planned activities, and how they were encouraged to engage and socialise with others who have similar interests, travelling to events and concerts further afield.

Staff demonstrated they really understood the importance of treating people as individuals and encouraged people wherever possible to make choices and maintain their independence. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support. Staff received tailored training to support them further in understanding people’s individual needs.
 

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 care needs, preferences, and aspirations were detailed in their individual care plans, and staff had access to those documents to use as a guide. People were supported by staff to maintain as much independence, choice and control over their lives as possible.

Relatives confirmed how staff promoted independence and ensured the right support was available saying, “The staff team do the stuff my loved one wants to do. They are always thinking of things they would like to do.”
 

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 alert to people’s needs and took the time to observe, communicate and engage people in discussions about their immediate needs. Changes in people’s health status, and emotional states were also monitored. That information was used to find out how to respond in the most appropriate way to support people and ensure care was provided in accordance with their wishes. Staff knew people well and could quickly recognise when people needed urgent help or when a person was starting to experience a decline in their wellbeing.
 

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

All staff told us they felt well supported and valued and that the registered manager and the senior team were always supportive and accessible. A staff member told us, “I feel well supported by my home manager and clinical lead and have a great rapport with all the care staff. Another shared examples of how they were made to feel valued in their role, and how regular communication and staff meetings, supported positive improvements within the staff teams and ultimately the service.