The Raikes Residential 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 remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We observed an exceptional culture of kindness, compassion and dignity in the service. Staff consistently showed people respect, warmth and genuine compassion. Staff were attentive to people’s emotional needs by offering reassurance, so people felt listened to and well supported.

The kindness demonstrated in the service was not limited to people using the service, professionals, staff and visitors consistently provided a high level of positive feedback for the service’s commitment to a caring workforce. One professional told us, “Staff have been open, reflective, and proactive.” People and relatives consistently commended staff on their high level of commitment to demonstrating a caring approach to care and staff took the time to get to know people well. One person told us, "They know me too well at times, each staff member is kind, I wouldn’t stay here if they weren't." One relative told us. "They [staff] are all so patient and understanding. If I could give them 11 out of 10 I would." The caring approach was also afforded to visitors in the service. One visitor told us, “The staff became friends to me – to choose a friend they have to be special and they are.”

The service treated people as individuals and made 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.

There were systems and processes in place to ensure care was tailored to each person. Care plans provided specific information including a "This is me" section which provided information to document people’s histories, likes, needs and preferences. People told us they were supported to be treated as individuals. One person told us, they could get up and go to bed when they wanted. They could stay in their room or join in activities if they appealed to them, and they were always given a choice of food.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We observed people were free to move around the service, however, there were restrictions of access to outside spaces which people could not access without asking staff. The service immediately rectified this and put appropriate risk assessments in place. People told us they were supported to be as independent as possible and supported to make individual choices. One person told us, "The staff are always around but they let me do as much as I feel I can without their help. If I'm struggling with something they are there to give me a hand".

The service 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 responded to people's immediate needs, such as when they displayed distressed behaviours or presented as potentially unwell. Staff took prompt appropriate actions to support people. We observed call bells were answered promptly. People we spoke with could not speak highly enough of the staff's attentiveness. One relative told us they would only need to ask staff for help, and they would quickly be there to support. One family member told us, “[My relative] required hospital attention following a fall and fractured hip. The staff called for assistance immediately and contacted me."

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

There were robust processes in place to support staff in the service. Staff we spoke with told us they were well supported with their wellbeing and enablement. One staff member told us, " I have had all the training I need. Would be supported to have training additional if required." Another staff member told us, “They [leaders] do look after you, they speak to you about how you are.”