Rosehill 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 service 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People were treated with kindness, compassion and dignity.One person told us, “The [staff] are very good to me, and I am very happy here.” One relative told us, “[Person] is always clean and well turned out. [Person] is always happy here.”

Care and treatment were delivered in line with people’s preferences and wishes.Staff told us they always respected people’s preferences.

Staff treated colleagues from other organisations with kindness and respect. One visiting professional told us, “The home has a warm, friendly and homely atmosphere. A member of staff always accompanies me when I visit people. I see good interactions between staff and residents that are relaxed and personal.”

We discussed with the registered manager how to ensure people’s privacy and dignity is respected when using the bathroom adjacent to the lounge. The registered manager put a plan in place to ensure a screen was used to provide additional privacy.

The service treated people as individuals and made sure their care, support and treatment met their needs and preferences. For example, we observed people wore items which were personal to them such as jewellery and watches. One relative told us, “Staff sit and chat with [person] and they have a laugh. Staff got them a [comforting item] which they now hold all the time. It helps to keep them calm and happy.”

Staff communicated in ways which reflected people’s preferences.

Staff supported people with their specific cultural or spiritual needs. For example, where people practised a religion, they were visited by a priest and could take part in holy communion. The registered manager told us they also had links with the local catholic church.

The service did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

The service employed an activities coordinator. We observed some activities taking place such as board games and one to one chat, however improvements were required to ensure people could participate in meaningful and person-centred activities.

We received mixed feedback about the quality of activities available. One person told us, “There isn’t much to do although I did help with Halloween decorations.” One visitor told us, “I don’t think [people] get to go outside enough as fresh air helps so much.” One relative told us, “[The service] now has a device which plays music which everyone enjoys singing along to.”

The service had recently had WIFI installed which allowed people to access their own online content such as music and television networks. One person was now able to do their own online banking.

The service 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 recognised different ways in which each individual may communicate discomfort, pain or distress. One staff member told us, “[Person] has dementia and can become distressed. I know how to respond and give them space when needed. We have had training to manage people’s distress.”

During our inspection, we observed people were responded to straight away when they requested support.

Where people had call bells, staff responded in a timely way. One person told us, “[Staff] come when I call them.” Where people had been assessed to lack the mental capacity to use call bells, staff carried out regular checks to ensure were safe and their needs were met.

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

All the staff members we spoke with enjoyed working at the care home and spoke warmly about the registered manager and how supportive they were. One staff member told us, “All the staff are lovely. It's a good team and everyone gets on.” Another staff member told us, “When I had an issue at work, I raised it with the [registered] manager, and they dealt with it. Another staff member told us the management team really valued their staff.

We discussed with the registered manager the need to ensure when staff expressed their views in one to one or team meetings, this was consistently recorded and followed up to continuously improve people’s care experience.