OSJCT Athelstan 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 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.

We observed staff working with people in a respectful way. Staff paid attention to people’s privacy and dignity and demonstrated a compassionate approach. For example, they supported people living with dementia by adapting communication and taking time to check understanding.

Comments from people and relatives about the staff were very positive. Comments included, “I really enjoy being here, everyone is so nice and kind”, “If I am feeling a bit down, they are always there to pick me up which is nice” and “The carers all treat us well, respecting our privacy but also treating us with consideration.”

The provider 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.

Details of people’s individual needs were reflected in their care plans. The registered manager told us staff used an ‘all about me’ booklet to gather information about people’s individual needs. This helped to ensure key information about people’s preferences and abilities were recorded.

People’s individual communication needs were known by staff. We observed staff using different communication methods to engage with people. For example, during mealtimes in the dementia household, staff showed people the options available from the menu on plates. This helped people visually see the options as well as smell the food available. This type of care helps people with dementia continue to make their own choices.

People lived in comfortable, homely environments. Bedrooms were well personalised, reflecting individual preferences and personalities. People had been involved in making communal spaces more personalised. For example, people had painted, drawn or produced their own artwork which had been framed and was on display in an art gallery on the 1st floor.

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 and relatives shared very positive feedback with us about how the service had helped people maintain independence and always treated people as individuals with their own personalised plans of care.

Comments from people and relatives were very complimentary about the staff approach to them living as independently as possible and having choices in all aspects of their care. People shared how this support had positively impacted on their wellbeing. Comments included, “I requested not to have checks through the night due to a squeaky door...this was all written up in my notes and did not happen again”, “They [staff] are like my family, and they treat me like that too” and “The staff are friendly, helpful and never rude. They are encouraging independence but always there to help if needed.” One person said, “I can help with the gardening which makes me feel part of the home and not just a spare part.” One relative said, “The engagement that they [staff] have achieved has enabled [person] to have an interesting and varied life.”

The provider encouraged meaningful engagement in the environment to help people maintain their independence. We observed a person involved in the morning breakfast routine. They spoke of pride in how all staff members, from the division director to housekeepers, treated them like they were part of the team. We saw that the service had given this person a name badge, but equally they told us they would have loved a green polo shirt to really feel part of the team. We shared this feedback with the registered manager who organised for this person to have their own polo shirt.

There was a team of activities staff who facilitated a busy schedule of activities within the home and in the community. Several activities were planned during the summer including trips on the canal and visits to an arboretum. One relative said, “There are many activities organised at Athelstan. Music, art, bingo, and films. My [relative] is always encouraged to join and when I have also been there, the atmosphere is lovely, and the staff involve the residents with joy and care. There is also the garden that is well tended to, and the staff take the residents out to enjoy the outside spaces.”

Relatives were able to visit without any restrictions, and many told us how welcome staff had made them feel. One relative told us, “I spend a lot of time in Athelstan House and, despite my sadness at seeing my [relative] with this condition, I enjoy going there. This is again down to the staff. Everyone remembers you, is smiling, and makes you feel welcome.”

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 working in ways to minimise people’s distress. Staff knew people well and identified situations which might cause distress. For example, over a mealtime we observed staff taking action to support people to sit in areas they were comfortable. They responded to any conflict in a timely way.

Care records demonstrated staff responded to people promptly to ensure their needs were met. Managers regularly checked care records and completed observations to make sure support was provided in a timely way. The registered manager told us if there were concerns regarding people’s distressed reactions, they would call specialist services for support. For example, the local care home liaison team or the provider’s own specialist dementia nurse.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had a range of resources available to them to be used when wellbeing was a concern. This included a staff support helpline and free counselling.

The provider promoted wellbeing through staff rewards and benefits. If staff needed a review of their working patterns this could be accommodated, enabling them to stay at work. The registered manager told us they had recommended reasonable adjustments for some staff which had promoted wellbeing.

There was an annual staff support event, usually a barbeque. The registered manager told us at last year’s event staff had made banners, cakes and sourced a local entertainer. This event was for everyone, staff and people so that all felt included. Staff on duty rotated with others so that everyone could participate. Staff had a Christmas party and had formed a ‘staff band’ who performed for people and relatives before going to their staff party.