The Four Seasons Trust Limited - 33 Abbotswood

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 told us they were treated with kindness, compassion and dignity, and we observed this during our visit. One person said, “All the staff are nice to us. They are kind and they care about us.” A relative added, “I find that the staff are genuinely caring with [Person] and treat [them] with upmost respect and dignity, and [Person] seems to genuinely like them. I know [they] would tell me if that was not the case and if [they were] unhappy or stressed about something or someone.”

The staff responded to people’s needs promptly and respectfully. We observed the staff to be patient, caring, and displaying genuine affection for people. We saw evidence that the staff knew people well and understood them. There were a lot of good interactions and banter between them, demonstrating a mutual respect.

The atmosphere was calm, relaxed and happy with a lot of laughter and fun. People were asked what they wanted to do, and their wishes were granted.

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

The registered manager and staff knew people as individuals and were committed to ensuring people were treated as such.This included in relation to their faith and sexuality. Care plans detailed people’s wishes and preferences, and we saw evidence that the staff knew and respected these.

People were supported to undertake a wide range of activities in line with their interests and choices. A relative told us, “They make sure [Family member’s] weekly activities include [their] interests and hobbies, which for [Family member] is travelling on buses and trains to buy a weekly TV mag and a charity shop trip to buy a 105-piece puzzle or CD.Also, safe bicycle trips and weekly discos.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to remain as independent as they could be. People’s choices, as well as their personal, cultural, social, and religious needs, were understood and respected.

People’s daily living and independent skills were recorded in their care plans and regularly reviewed. People enjoyed visiting the local town, and staff were available to provide support.

People enjoyed cleaning the home and their rooms and were encouraged and supported to do this. People were supported to cook for themselves and each other.

There were regular meetings where people could discuss all areas of their care and support, raise any concerns they might have and make suggestions in relation to the home, such as decoration or updating.

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.

From our observations, we found that people’s needs were responded to by staff promptly and kindly. We saw during our visit that staff were available and spent quality time with people, chatting about a range of subjects. Conversation was natural and lively. A relative told us, “I have complete trust in the management team.” They added, “We are all very happy with the care [Family member] receives as a resident at The Four Seasons Home.”

People’s health and wellbeing were monitored, and any concerns about people’s health were addressed without delay. We saw evidence people were supported to access healthcare professionals as needed.

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

The management team spoke positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs. Staff were supported to express their views of the service and any concerns they may have during supervision meetings. The registered manager told us, “We have supervision, where it is highlighted if they have any issues or need time off. It’s got to be a happy home. If something is wrong, they can come and talk to me. They know I am quite accommodating.” They added, “I have an open and honest relationship with the staff here. They are treated very well and supported. That’s because I used to be a carer, and I have learned from previous managers and places I worked. For example, everyone has a voice here so I talk to the staff and ask their opinions.”

Staff felt supported and spoke of being a good team. They told us the management team cared about them and took any suggestion seriously. A staff member told us, “The managers are always willing to listen and if we have a problem, we can discuss it. They are very accommodating.”