Frith 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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, compassion and dignity, including during times of distress and at the end of life.

People and relatives consistently spoke positively about the care provided. One relative wrote they experienced “Incredible compassion, strongest of support, and true professionalism” and described staff as “Always there” for their family member during their final days of life.

Other comments included, “The team went beyond their duties to make sure [person’s name] was safe and comfortable,” “The staff treat all the residents with love support, along with endless patience and care. Nothing is too much trouble for them, and they will accommodate any requests or concerns,” “Her final days were, without doubt, very caring and dignified” and “Been overwhelmed with the love and support from the staff at Frith House.” The consistent good reports about the kindness of staff showed this was fully embedded into everyday life at the home.

We heard how the kindness and compassion of staff had supported people to gain confidence and improve their mental wellbeing. For example, one person, who had moved from another care setting where they were isolated in their room, was encouraged to be part of the home’s community. Staff took time to understand things that were important to the person to meet their psychological needs as well as their physical needs. This included making sure the person had opportunities to spend time outside as this was important to them. With gentle encouragement and understanding the person was able to enjoy spending time in communal areas with other people. We saw photos of them eating in the dining room, taking part in some activities and opening Christmas presents in the lounge. The family wrote a review stating, “I am hugely impressed with the carers professionalism and compassion as they help him through a tough journey; they are as much in tune with his psycho-emotional needs as with his physical comfort and safety.”

The provider ensured privacy was respected, personal care was delivered sensitively, and people were supported to maintain their identity, values and relationships.We saw staff supported people to maintain contact with family. This included making sure family members living in different parts of the home were able to spend time together. Staff also helped people to maintain contact with relatives living abroad by supporting them with video calls.

Everyone said they were able to have visitors at any time including sharing meals with friends and relatives. We met 1 visitor who said they ate with their relative most days. They said, “Nothing could be better. The staff are as good as gold.”

The registered manager led by example to make sure everyone was treated with kindness and compassion. We saw that caring was discussed at a full staff meeting. The meeting emphasised “Caring is not an extra task – it is how every task should be carried out.” We observed kind and caring interactions between people and staff throughout our visits.

There was a strong culture of dignity promoted through designated dignity champions and end‑of‑life champions who supported staff practice across the service. One dignity champion told us their role involved highlighting any shortfalls or good practice and providing ‘a listening ear.'

The provider always treated people as individuals and delivered person‑centred care. Care plans were comprehensive and clearly reflected people’s histories, preferences, values and beliefs, with evidence of involvement from people and their families.

One person had moved to the home following a long hospital stay necessitated by distress and anxious behaviour associated with their dementia. In hospital they received 1 to 1 care and took anti-psychotic medication to reduce their distress. Rather than automatically continuing restrictive interventions already in place, staff focused on understanding them as a person,identifyingtriggers for distress, and responding through calm, therapeutic, and person-centred support.

A care plan was put in place to make sure individualised care was provided and staff observed and responded proactively to issues that caused distress. This resulted in trusting relationships being built and the person no longer required such a high level of staff supervision. This meant they had more independence and autonomy in their daily life. As they became more settled staff discussed with the person, their family and healthcare professionals the reduction of medicines. The individualised care and support provided by the staff team meant anti-psychotic medication could be discontinued. This led to the person being more alert and engaged with social activities. It also enhanced their relationship with family members meaning they were able to take part in family activities and trips out. This example showed how providing individualised care to the person over many months resulted in them becoming more confident and having improved wellbeing without the need for restrictions.

Staff used people’s personal histories and interests to make sure they were able to continue with their passions regardless of their dementia or physical abilities. For example, one person had been a dedicated teacher and educator all their life. Staff ensured activities were personalised to their love of teaching and learning. This included spending time with children who visited from a local school. We saw pictures of the person reading stories to children. Staff felt spending time with children had increased their confidence, happiness and self-esteem.

Another person had always been keen to share their views and act as a voice for those around them. Staff supported the person to become a resident ambassador. Staff said they felt the person particularly valued being able to express their opinions openly and knowing their feedback could lead to meaningful change. They also enjoyed engaging with staff, residents, and visitors in conversations and discussions about improving daily life within the service.

People were involved in projects and changes in the home to make sure their individual preferences were known and responded to. As part of a hydration and nutrition project a ‘Taste and choose’ session was held with people. This enabled people to taste decaffeinated hot drinks and snacks. A number of people preferred these, and they were added to choices available to everyone. We were told that 1 person who said they preferred decaffeinated hot drinks was now experiencing improvements in their sleep pattern. Records showed the person had more settled nights and improved overnight comfort.

People were able to make choices about their day to day lives and staff respected people’s individual routines and preferences. One person told us, “You are free to do whatever you want to do.” During our visits we saw people followed their personal routines. For example, some people liked to lie in bed in the mornings, some people preferred to have their main meal in the evening, and some people chose to stay in their private room whilst others liked to socialise in communal areas.

People were supported in ways that recognised their cognitive abilities, with staff presuming capacity wherever possible and supporting decision‑making in line with the MCA. We saw examples of care plans being updated following changes in need, such as risks associated with falls, nutrition or mental health, to ensure care remained individualised and responsive.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care and wellbeing. The provider clearly documented people’s preferences and ensured staff understood when choices were expressions of personal preference rather than risk. The provider used systems to regularly review restrictions and ensure the least restrictive options were used.

Staff promoted people’s independence where possible, to enable them to maintain their skills. Staff carried out risk assessments to help people to be as safe as possible when doing things that were important to them, such as going out into town and making drinks when they wanted to. The registered manager told us about making minor adjustments to promote people’s independence, such as how meals were served. This included making sure people who felt more comfortable eating without cutlery, had an appropriate meal which enabled them eat independently in a dignified way.

The registered manager and staff acknowledged people’s skills and enabled them to continue to lead a fulfilling life. Some people liked to lead activities, and we saw photographs of 1 person conducting a religious service and another providing musical entertainment.

Everyone had opportunities to take part in organised activities and care staff provided ad hoc social stimulation to people who did not take part in formal activities. During our visits we saw staff playing musical instruments to entertain people, people singing and dancing with staff and others taking part in games such as skittles and hoopla. This resulted in people appearing happy and stimulated.

There were strong links with the local community, such as visiting nursery children and work placements for school children. People continued to use local facilities such as clubs and cafes. Several people told us staff supported them to visit the seafront for walks and ice creams.

People were able to choose to occupy themselves and follow their own hobbies and interests. One person continued to be an active member of local sports clubs. One person said, “I do activities every now and then. It depends on what they have to offer.” Another person told us about a trip out they had enjoyed. We saw photographs of people taking part in a wide range of events and activities. These included trips out, parties for special occasions and themed meals.

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.

Throughout our visits we saw staff responded to people when they needed help or support. Staff provided ongoing engagement and social stimulation which helped to reduce people’s stress and anxiety. This resulted in a calm and happy environment.

Staff made sure people were able to follow their own routines and continue with activities which were important to them. This for one person meant continuing to meet friends at a café in the town. When the person’s mobility began to decline staff acted quickly to make sure an occupational therapist was able to provide more suitable equipment. With new walking aids the person was able to continue to independently access the town as they had always done. Individualised risk assessments were created to help the person to maintain their independence as safely as possible.

The provider acted promptly when people needed their support. For example, one person living in the community had a fall at home and was requesting respite care. The fall had resulted in the person losing their confidence and being frightened to stay alone in their home. Staff responded promptly by carrying out and urgent preadmission assessment and offering a placement the same day. This alleviated the person’s distress at being alone in their home. Once at the home, referrals were made to appropriate professionals for support. This has resulted in improved mobility and confidence, an increase in weight and no further falls.

The provider was exceptional at supporting workforce wellbeing and enabling staff to deliver high‑quality care. There was a strong leadership presence, with managers visible, approachable and supportive.

Staff told us they felt very well supported by the management team at the home. One member of staff commented, “Everyone is so friendly and supportive.” Another said, “The management and supervisors are all positive. Always someone here for you.”

Following our visits, some members of staff sent us written testimonies about how they had been supported at the home by the management team and colleagues. This included support with work and more personal issues. One staff member wrote how the support they received had increased their confidence and enabled them to progress their career. Another wrote, “Frith House is a supportive environment which encourages growth, promotes positivity and offers excellent training.”

The provider encouraged staff to undertake vocational training to support them to advance their career. For example, one member of staff told us they had begun work as an activity worker and through training, and gaining qualifications, had become a night supervisor.

Many staff we met had worked at the home for a number of years which helped to make sure people received consistent care from staff they were familiar with.

The provider had various ways to support staff to provide the best care possible to people. This included celebrating staff who had gone above and beyond by an employee of the month scheme, long service awards and flexible working arrangements.