Queen Elizabeth House

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us staff treated them with kindness and respect. Comments included, “The staff are kind, but busy and bossy”, “The staff know my preferences, and they are very kind”, “In the main the staff are great, one is a bit brusque in manner, but they are all kind” and “You couldn’t ask for better staff.” A relative commented, “The staff are kind a million times over, you couldn’t wish for anything more. They are a good team.”

The atmosphere within the service appeared welcoming and warm. We observed kind staff interactions with people and staff involved people in the support being provided explaining clearly how the support was offered. Staff were knowledgeable about people's individual personalities, routines and likes and dislikes.

Staff made sure people’s dignity and independence was respected when they supported people with their care needs. A person told us, “The staff are discreet when giving me help.” A relative commented, “The staff always address my loved one by their name and are discreet if they need to offer some help.” A staff member told us, “I always knock on people’s doors before entering their rooms. They can choose how they want to be supported with their personal care and what they want to wear. I prompt people to do what they can for themselves, so they don’t lose their independence.”

Staff treated people as individuals ensuring their care, support and treatment met their needs and preferences. One person told us, “I am very choosy, and the staff manage that well.” A relative commented, “My loved one hasn’t got any special needs, sometimes I take [loved one] out to church which they like.”

Staff told us they had received training on equality and diversity, and they treated people with respect. One staff member told us, “I make sure everyone is respected and treated equality no matter what their gender, sexuality, religion and culture is.” Another staff said, “I treat people as individuals, I know what people’s needs are and I treat everyone equally.”

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. People had their own rooms which they could personalise with furniture and belongings.

Staff promoted people’s independence, and people had choice and control over their own care, treatment and wellbeing.

There was a variety of activities to meet people’s needs and interests. The registered manager told us they were recruiting an activities coordinator for the service. In the meantime, staff supported a variety of activities to meet people’s needs and interests. We saw a notice board with a range of activities for people to take part in if they chose. These were provided externally and included yoga sessions twice weekly, a visiting dog, a visitor facilitating a talk about British comedians and external entertainers such as singers. There were 2 birthday parties planned and all had visiting entertainers. We observed people enjoying a singer at a person’s birthday party during our assessment.

People’s comments about activities provided at the service included, “I like the music and exercise, sometimes the morning drags a bit”, “There is quite a lot going on and I like it when the children come in”, and “We have one singer come who is wonderful, not much else appeals to me.” Relatives commented. “My loved one loves the activities and joins in anything; it is enough for them”, and “My loved one often cannot be bothered but will watch, they are not a great joiner inner, they love the garden when it is warm.”

The registered manager told us ministers from 2 different religious denominations visited people twice a month to provide pastoral care. A Christmas Fair was planned for the following Saturday with food stalls and prizes such as chocolates and toiletry sets in a tombola and a lucky dip.

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. For example, we saw a staff member assist a person in their bed during lunch. The staff member focussed on the persons needs as they enjoyed their meal and allowed the person plentiful time in between mouthfuls. The staff member displayed a caring and gentle attitude. We saw people had access to call bells and these were answered promptly by staff who were caring.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff were supported to complete a range of training appropriate to the needs of the people they supported.

There was an annual award for staff nominated for by people, staff the registered manager and judges by the Trustees. Staff received a Christmas voucher to help with their Christmas trimmings. Staff had access to an on-line app where they could receive discounts on many everyday items. Staff also had access to an app where they could access confidential help if they were feeling stressed or their well-being was compromised.