St Claire's 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 changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 50 (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 did not always treat people with kindness, empathy and compassion or respect their privacy and dignity.

People told us most staff were kind, friendly and approachable. Comments included, “They are alright, they do what they have to do”, “They are all lovely here, so kind and friendly”, “The staff look after me well, they make sure I have what I want” and “They are very kind to me most of the time.” However, we observed people were not always treated with dignity as their preferences around showering and bathing had not been respected. People were also living in a dirty, poorly maintained environment which showed a lack of respect.

We observed a number of positive interactions throughout the assessment. Staff had an open, friendly rapport with people and knew people very well. When people became anxious or upset staff responded promptly, such as offering distraction or a change of environment. Staff responded promptly to protect people's dignity. People were able to have their bedroom doors closed if they wanted them to be.

Relatives were positive about the staff and the way they treated their loved ones. Staff respected people’s privacy, treated people with dignity and respect and always asked for consent to care.

The provider treated people as individuals but did not always make 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 not always enabled to receive care and support which met their preferences. People’s care plans indicated their preferences around bathing and showering. Care records showed only 6 people had received showers in a 30-day period. Comments included, “I don’t think I have ever been offered a bath or a shower, usually I have a wash at the sink, or I use wet wipes to keep me fresh” and “The staff will support me when having a shower but not the one in my ensuite as the water is apparently too hot.”

Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We observed staff respecting people’s choices and treating people as individuals. For example, calling people by their preferred names. People’s cultural and religious needs were documented in their care plans. Staff told us religious needs were met through visiting priests. A staff member said, “There are no church services, but people do have their religious needs met. We have carol services at Christmas, we do have a Catholic priest who visits and sees 3 people.”

A person told us they valued the care and support they had received. They said, “The night staff are lovely, one is particularly beautiful, she sat with me when I was feeling poorly and it was lovely to know somebody cared.”

The provider 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.

There were very limited activities and events that took place within the service to keep people occupied, stimulated and active. The activities schedules showed that twice a week there was an exercise session, other activities included reading, watching films, arts and crafts, reminiscence, games and pamper sessions. We observed that activities were generally staff led and they were extremely busy trying to meet people’s needs. We observed a reminiscence session which lasted a maximum of 15 minutes with 1 person. People cared for in bed had very little to keep them stimulated.

Staff told us, “We read to [person cared for in bed] but 9 times out of 10 staff get called away to help with something else. [Person] likes music, so her radio is always on. We need dedicated activities staff. Someone has to be in the lounge at all times to keep people safe”, “I don’t think we have enough activities to keep people occupied, we do some colouring, games, watch a film and reminiscing. Only people who are supported by relatives can go out” and “There could be more activities for people, sometimes it is okay. They can go out if someone goes with them.”

People told us, “I would like to be able to go out more I hate being restricted”, “I can get very lonely in my room which makes me sad” and “I don't know, it can get very boring. I just wish I could walk then I could do things for myself. It's horrible getting old.”

People were enabled to move around the service according to their wants and wishes, they were able to visit friends on different floors. We observed people and their relatives utilising the communal spaces within the service as well as spending time together in their own rooms. People told us they were supported with maintaining contact with their friends and relatives when they needed it.

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.

We observed staff responding to people’s needs in a timely manner. However, it was not always evident that people’s needs were met quickly. On the 2 day of our assessment (when it was approximately 34 degrees Celsius) we observed 1 person who was wearing a thick long-sleeved sweatshirt. They were visibly uncomfortable and overheating, they had a bright red face and when asked they said they were very hot. We had to ask staff to support the person to change into more appropriate clothing for the weather and help cool them.

Some people told us that sometimes the call bells were not answered quickly which caused them to get frustrated. Despite this people felt their needs were met.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. The provider did not have systems and processes in place to promote and support staff wellbeing. Staff told us they had no well-being support. A staff member said, “There is nothing in place for wellbeing support.” Other comments included, “There is no wellbeing packages in place for staff” and “There is no wellbeing programme, there is nothing like that.” Some staff described informal support they provided each other when they needed it.