Hampton 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 were treated with care and kindness. Staff received training in treating people with dignity and kindness as apart of other training such as dementia and skin integrity. One healthcare professional told us, “I have always found staff friendly and helpful and have had observed numerous encounters with carers and their residents that have been genuinely awe inspiring.”

Relatives felt supported by staff. One relative told us, “It’s been very, very hard as a relative and the staff have been absolutely excellent to me. They have been so kind and understanding and supportive. I couldn’t be more grateful.” Managers observed staff supporting people with activities, medicines and personal care to confirm that they did so in line with training.

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. People and staff knew each other well. Care records were personalised enabling these relationships to grow. People’s care records contained life history sections in which people shared information that was meaningful to them. For example, details about family, pets, occupations, travel and hobbies. This information was used in one-to-one interactions with staff and drawn upon in activities such as reminiscence sessions and pet therapy.

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

Staff encouraged people to make choices and supported them to maintain their independence. People chose the clothes they wore, the activities they engaged in and how their personal care needs were met. For example, people’s oral hygiene needs were assessed and staff supported people in line with their preferences. For some people this meant placing toothpaste on a brush so that people could brush independently. Other people required staff to perform the task. People’s preferences were noted in their care records, this included whether people wanted to use manual or electric toothbrushes.

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 living with dementia were supported by the design and layout of the environment. The service was clean and bright. There were contrasting colours between floors, walls and doors supporting people living with dementia and visual impairments. Their orientation was further supported by large colourful images explaining the purpose of rooms, such as bathrooms, toilets and lounge. In the dining areas, people used blue plates. This contrasted with the white table clothes to support the needs of people with visual impairments.

Staff supported people’s changing needs. One healthcare professional told us, “I have observed residents who mobilise independently and those who require assistance being supported by staff pre-emptively and with patience and compassion.” Where required people were supported with behavioural support plan. These were developed with people and mental health professionals. They detailed the behaviours which could be exhibited, what triggers them and how to support people to reduce their anxiety. This meant that people’s immediate needs were supported.

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 enjoyed their roles. Nurses and care staff told us they worked in a mutually supportive environment, with members of the team assisting and encouraging each other. Some staff told us they found the workload heavy and did not receive sufficient break time during their lengthy working days. Managers confirmed that staff worked long shifts but planned breaks were scheduled within their working day and a staff room was available.

The provider promoted staff well-being. Well-being posters were displayed in staffing areas with links and phone numbers for an employee assistance programme. This programme included a confidential helpline which staff could contact and discuss any matters of concern.