Treetops

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 as 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 the staff were compassionate, kind and treated them with dignity and respect. We observed that to be the case during our site visit.

People told us the staff listened to them and communicated with them appropriately, in a way they could understand.

Staff told us they always treated people with kindness. A staff member told us, “I would be happy if my own family members needed to live here, because I know they will be well taken care of. The staff are kind and hardworking and provide efficient care to people.”

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’s individual needs and preferences were understood and detailed in their person-centred care plans. Staff told us they understood the importance of treating people as individuals. 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. People’s care plans were available to staff to refer to for guidance on how to support individuals. A staff member told us, “People’s files are easily accessible in the main office, and we are always updated of any changes to care plans.”

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

Staff supported people to experience real choice and control as far as they were able. 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 have as much independence, choice and control over their lives as possible. Staff had an individualised approach to each person. People chose what they wanted to do, and which activities they wanted to take part in. For example, a person told us they really enjoyed doing craft activities at the care home and going out to the local pub occasionally.

Staff supported people to develop new skills and improve on existing skills. Staff were observed to have positive expectations of people and gave people the opportunity to do as much for themselves as possible.

People were supported to maintain relationships that were important to them. The provider was supportive of that and encouraged people’s relatives and friends to visit the care home and maintain those links. A person’s relative told us, “We are always welcomed when we visit.”

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 to avoid any preventable 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 behaviours and emotional states were also monitored. That information was used to find out how to respond in the most appropriate way to support people when they were feeling distressed or anxious 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.

The provider recognised the wellbeing needs of their staff. These included ensuring the necessary resources were available to enable safe working.

Staff were given regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. Staff were supported as individuals by the registered manager. For example, a staff member told us, “I have always had great support from management especially when I have had family emergencies.”

Staff felt valued by their leaders and their colleagues. For example, a staff member told us, “I can honestly say that this management team is one of the best I've worked for. They are responsive and very supportive. They adopt a, ‘do as I do approach’ which I respect.”