Fallings Heath

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. People told us they were happy living at the service and got on well with the staff. Relatives told us staff were kind and caring and knew people well. A person told us, “I am happy, here I like my room.” A relative said, “I have known the staff for years and they know [person’s name] inside out.” Staff spoke warmly about people and told us they had a good understanding of people’s needs and preferences and had good relationships with people. They said they had spent time getting to know people and develop trust. We saw staff interactions with people were positive, people smiled at staff and engaged them in conversation. Staff followed people’s communication plans to understand what people needed. We saw staff support 1 person to go outside and sit in the garden at their request. The provider told us staff were trained to understand the importance of respect and dignity and there were checks in place to ensure staff promoted dignity when delivering care. We saw staff treated people with respect and maintained their dignity when discussing their care and support needs with them.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People told us they had individual interests and described these to us and how staff supported them. A person had a favourite television program, and staff were observed putting this on for the person in the lounge during the evening. Another person told us they had been out earlier in the day. Staff could describe people’s individual needs and how they supported people. A staff member told us, “[Person’s name] loves to go out they have a good social life attending a day centre, a disco and church every week.” We saw peoples care was person-centred and took account of people’s individual needs and preferences. Care plans described how people preferred to be supported, and we saw staff used this information and their knowledge of people to provide support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Relatives told us people could make their own choices and had control over what they did and didn’t do. A relative told us, “[Person’s name] still has their autonomy, and the staff don’t make them do things, they defer to [person’s name].” People told us they could spend their time how they wanted to. We saw some people spent time in their bedrooms, others went out for the day, and others were in communal areas with staff and other residents. We saw people had a choice of meals and drinks throughout the day and staff supported people to make decisions about this in line with their care plans. Staff could describe how people liked to be independent and make choices. They were able to describe how people could communicate what they wanted and didn’t want in detail. People had their privacy protected staff knocked on the door and asked to enter people’s bedrooms and people had access to a key to their bedroom.

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. Staff told us they were available to support people 24 hours a day and people could alert staff if they needed anything. We saw staff were able to respond to people’s needs immediately as there were enough staff available to offer support when people needed it. For example, where someone wanted a drink, the staff were able to make it straight away. Where someone wanted to play a game, the staff were able to play this with them. When someone wanted to go to their bedroom staff were able to support them to do this immediately.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider told us how they provided support for staff during difficult times and attempted to ensure staff felt valued and cared for, giving access to professional counselling services when needed. Staff confirmed this explaining they received support to ensure their wellbeing through regular contacts with the registered manager, including supervisions and meetings. A staff member said, “We can access a counselling service if we need to, we have lots of support here.” Another staff member said, “It is a great place to work, we have supervisions with the registered manager, but we can always just speak with them and chat things through.”