Burlington 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 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 received care and support from staff who knew them well. Staff were skilled in talking to people and established a rapport. The relationships between staff and people receiving support demonstrated dignity and respect. Staff spoke fondly about the people they supported. Throughout our visit staff interacted with people in a warm and friendly manner. It was evident that people were comfortable in the presence of staff. People described the staff as, “Kind” and “Super kind.” One person told us, “There’s the odd one [staff] who is a little bit on the strong side [when turning people in bed], they need teaching this sort of stuff. A carers job is hard work.”

Staff told us they got on well with each other and the people living at Burlington Nursing Home. They said, “I like spending time with people. When it’s quiet it’s normal for us to spend time interacting with people.” Another staff member told us, “It is busiest in the morning. After lunch time it is quieter and we can chat 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.

ir attention on providing support to people in a way in which was personalised to them. We observed people smiling and chatting. Staff knew what people could do for themselves and areas where support was needed. People told us that they received the care they wanted and were happy with the care received. The provider had processes in place to ensure they gathered as much information about a person to ensure they were treated as an individual. The registered manager told us, “A carer will look at one person per shift, they talk to them. Staff record the chats they have and from this we have some fantastic stories come out. Staff love this, they find out loads about people.”

We saw people were free to spend time doing the things they enjoyed, and staff supported and encouraged them to be involved in social activities that were available. The registered manager told us that her dog visited the home on occasions and was a positive influence on a person living with dementia. They told us how the dog’s visit had a calming effect on the person. The registered manager also told us, “One lady has moved in with her elderly cat. The cat is restricted to her room via a stair gate and staff look after the cat for her.”

There was a large accessible garden with some shelters from sun and rain. There was planting and bird feeders. Staff fed the birds. However, the registered manger told us, “There are plans to involve residents. They will also help with growing salad vegetables in the garden.” Visitors were able to visit without restrictions.

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

Staff knew people well and were knowledgeable about how to promote people’s choice and independence. Feedback from people and their relatives about choice and control was positive. Throughout our time at Burlington Nursing Home, we saw people were able to choose where they went and how they spent their time. The registered manager told us, “Staff focus on individuals, the home does not have a bedtime. For lunch people are not expected to sit up at the table, people can choose where they want to sit and eat. They might make a mess, but we can tidy that up.”

The provider had a strong ethos regarding promoting people’s dignity and independence. There was guidance in people’s care plans to enable staff to support in a least restrictive way and promote independence, choice and control as much as possible. The registered manager told us, “There are no set bath or shower days, but residents are encouraged to have baths and showers. Baths are always ‘spa days’ to make them feel special.”

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 generally felt staff were very responsive to their needs. People were encouraged to give feedback on their care and regularly had the opportunity to express their needs and wishes. Throughout our visit we saw staff were attentive and responsive to people’s needs and requests. Call bells were answered promptly by staff who were caring and empathic.

Staff used a person-centred behavioural approach, using diversion strategies based on what worked well for people to support them in times of upset. They were knowledgeable about potential risks to people and gave examples of possible triggers and action they took to support people during these times.

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

Staff spoke positively about working at Burlington Nursing Home. Staff had access to regular supervisions where they could raise any concerns they may have. They also had regular staff meetings where ideas could be shared to promote good well-being of staff. Staff were supported to complete a range of training appropriate to the needs of the people they supported.

Staff spoke positively about information sharing within Burlington Nursing Home. They said, “15 minutes before shift we have a handover, and discuss everything from the past 24 hours. The handover lasts about 30 minutes. The handovers are really good now. There is nothing I would change about the home, it’s good here.”