Risby Park 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 outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. People continued to be exceptionally positive about the compassionate and kind care delivered at Risby Park Nursing Home and about how this made them feel. We heard about how people were valued as individuals with respect for the way they wished to live their life.

We found the culture of kindness and care extended to people’s relatives and visitors. Many relatives gave overwhelmingly positive feedback about the care their family member received and the compassionate and considerate staff. A relative told us, “I am always welcomed and encouraged to remain involved in my [loved one’s] everyday life. The staff are all so kind and involve you in the activities and life of the home. They tell me I am part of the family.”

Staff fully respected people’s dignity, we observed compassionate and kind care throughout our visits. Staff were kind and reassuring with people, and knew people and their needs well. When people were experiencing feelings of distress, staff responded promptly and used their skills and knowledge to reassure people and comfort them. One person said, “Staff are gentle always, I would not stand for rough handling, I don’t feel rushed, staff are very good and kind.”

The provider kept records of the compliments they had received which thanked staff for how they had treated people and relatives.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans contained detailed information about how staff should support people. For example, ‘I like carers to blow dry my hair and keep my curls in place.” And, “I like to wear my lipstick daily. I do not like dirty nails and like a neutral nail polish on.’

Staff understood the importance of understanding people’s needs and providing care in a person-centred way. One relative told us, “One of the activities staff who was a previous manager here is outstanding, you can see she walks into the room and is scanning it. She leads others by example. She makes such a difference to people’s lives. For example, on [loved one’s] birthday the staff had put decorations over [loved one’s] door and in their room. It made them feel so special.”

People were supported to maintain relationships that were important to them and to follow their interests and hobbies. One person told us, “I visit [person’s partner] every day. I am made most welcome and they [staff] provide me with a meal so I can sit together with my [person’s partner]. It has meant so much to us that I am welcomed to be a part of my [person’s partner’s] life, we have always enjoyed each other’s company and we can still do that even though we no longer live together.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were actively involved in decisions about their day to day lives.

One relative told us, “[Person’s loved one], being here is a gift. With all the difficulties they have experienced in life [Person’s loved one], since they have come to this home they can walk around with confidence and relate to people, in particular they have always been frightened of men, but their confidence has grown because of the staff here in particular the male staff like the handyman. They are more independent and can now make a cup of tea for themselves. They are in the best place and now living their best life.”

People had a vast range of activities and events available to them and choice to participate in if they wished. These activities prompted people’s independence and wellbeing.

People provided positive feedback on the activities available. Staff offered one to one activities and wellbeing support, listening and chatting to people cared for in bed and those choosing to isolate in their rooms.

The provider supported people who were reluctant to join in on communal activities and find something meaningful for them to be part of. Some people told us they were involved in helping with folding laundry. Two guinea pigs were recent additions and people told us they fed and enjoyed the activity of cleaning out their cage daily. This they told us supported them to have purpose and encouraged them to join in with others and promote social interactions.

People were empowered to share their views and opinions on the service and any changes they would like. Residents’ meetings provided valuable feedback to the manager who acted on their suggestions. These avenues provided people with the opportunity to have choice and control in their lives.

The provider was exceptional in how they 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.

Where people had limited communication skills to communicate verbally, we observed genuine interactions between staff and people, which demonstrated relationships were caring and compassionate. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.

People told us, “They [staff] absolutely listen to me there is no doubt at all. If I want something it arrives. If you have a worry, I can get help straight away” and “They [staff] do ask me what I want or if there is anything I need, and they do listen and get it for me.”

Care plans contained evidence regarding optician and hearing appointments. People who had catheters were supported with any complications promptly. Staff spoke to people with familiarity, and it was clear they knew people well and understood what their needs were.

The provider demonstrated a sustained and embedded commitment to workforce wellbeing and enablement.Staff consistently told us they felt valued, listened to, and well supported in their roles. The management team were described as approachable and fair, who encouraged staff to speak up and contribute ideas. Staff reported high morale and a strong sense of team cohesion.

Staff told us the training they received was comprehensive and high quality. Staff felt very well supported through regular supervisions, meetings and the training they received.

The provider had implemented a range of initiatives to promote staff wellbeing and recognise good practice. Staff incentives were in place to nominate and award staff who had gone above and beyond in providing quality care to people. Recognising individual contributions helped to promote a positive culture where staff felt appreciated and motivated. Staff told us that seeing their work acknowledged gave them a sense of pride. This in turn supported staff retention and helped maintain a consistent, stable and motivated workforce, which directly benefited the people using the service.

Staff morale was high; one staff member told us, “I love working here, everyone is so supportive.” Another said, “This is the best home I have ever worked in. It is more focused on person centred care. We look after people well and also their relatives. We invite relatives back to the home when their loved ones have passed away. Working in such a caring place encourages you to want to come to work.”