Fallowfield

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.

The last rating for this key question was Good. At this assessment the rating has remained Good. This meant people using the service were treated with compassion, kindness, dignity and respect.

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.

Staff 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 staff were kind and treated them with respect. Comments included, “Staff are wonderful, there is nothing they won’t do or get for you and we can have a laugh with them”, “We can’t speak highly enough of them [staff], they genuinely care”, and “They [staff] are hardworking and a very kind bunch.”

The atmosphere within the service was welcoming and warm. Staff interactions with people were caring and respectful. Staff were knowledgeable about people's individual personalities, routines and preferences. Staff were aware of the importance of providing person centred care and offering people choice. Staff told us they made sure people’s dignity was respected when they supported them with their care needs. A staff member told us, “Dignity is our number one priority. I always approach people in a lovely smiley way. I always explain what I am going to do and make sure people are happy with that. I always make sure doors and curtains are closed to maintain people’s dignity.”

Staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The staff team were well established, and staff knew people’s needs and communication preferences. Care plans were personalised and detailed information about people’s life history and spiritual and cultural needs.

Throughout our assessment we observed 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 planned. Visitors were able to visit without restrictions and people had their own rooms which they could personalise with furniture and their belongings.

Staff had received training on equality and diversity, and we observed people were treated with respect. A person told us, “I am a real person to them [staff] and they do their absolute best.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People spoke positively about the activities on offer. Comments included, “I really like the activities in the lounge and sometimes I have a chat”, “I like the games and singing old songs”, and “I love painting and every so often they [staff] take me to the library to get books, if there is a game or a quiz I will take part.”

The provider employed 2 activity coordinators who facilitated activities within the service. Activities were planned to meet people’s needs and interests, and activity schedules were displayed within the service ensuring people knew what was on should they wish to join. An activity staff told us, “Everyone is different, we think about who would like the activity. We have animals come in and watched ducklings hatch from eggs. Once a year we have a family pets’ day. Once a month, an outside entertainer comes in. We have local schools that visit regularly, they play games with residents. Church services also take place once a month.” During our assessment we observed people enjoying St Georges Day celebrations. Communal areas were decorated with flags and bunting and themed games were played.

Staff listened to and understood people’s needs and wishes. Staff responded to people’s needs promptly and acted to minimise any discomfort, concern or distress.

Throughout our assessment we observed staff were attentive and responsive to people’s needs and requests. We saw people had access to call bells and these were answered promptly by staff who were caring and supportive. We observed staff were visible and accessible throughout our assessment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Systems and processes were in place to support and value staff. The registered manager told us, “We place a strong emphasis on staff wellbeing and recognition. All staff birthdays are acknowledged, and team members are given an additional day of annual leave to ensure they do not have to work on their birthday. Staff are provided with meals during their shifts, and we offer access to an employee assistance programme to support wellbeing both inside and outside of work. In addition, we run an “employee of the month” scheme to recognise outstanding contributions.” A staff member told us, “I absolutely like working here. Residents are lovely, the managers and the staff make me want to wake up and come in. Managers are supportive and you can approach them with anything, and it will be considered or acted on.”