Greenways Rest 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 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 and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed staff talking to people in a respectful way and had encouraging and caring interactions, which had a positive effect on people. One person told us they liked the staff. They then pointed to a staff member and said, “He’s a good one. I think a lot of him.” A second person said, “I’m very glad for the staff here, they’re caring and will do anything for you.”

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.

People’s communication needs were observed as being met. One person who was deaf, had weekly visits from an interpreter for one to one support and to promote their participation in activities and care reviews. The person could lip read, so staff faced them when talking, and included them in daily group activities, they also had picture cards, and a pen and pad should they need them to converse. A second person told us, “They [staff] never forget my hearing aids.”

Care plans had techniques staff could follow should people display distressed behaviours and require additional support.

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.

People’s communication needs were observed as being met. One person who was deaf, had weekly visits from an interpreter for one to one support and to promote their participation in activities and care reviews. The person could lip read, so staff faced them when talking, and included them in daily group activities, they also had picture cards, and a pen and pad should they need them to converse. A second person told us, “They [staff] never forget my hearing aids.”

Care plans had techniques staff could follow should people display distressed behaviours and require additional support.

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 noticed when people were becoming upset and offered reassurance and support. They knew the right things to say or do or provided a cup of tea to make people happier. One person said, “Staff are quick to help me. There’s always someone around.”

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

Staff told us their workload was manageable. Staff told us they felt supported by the management team. One staff member told us, “I love working here.” Staff said registered manager encouraged open communication and if they couldn’t physically make the staff meeting, they could be present using video calling technology.

Staff were encouraged with their personal development. We observed a staff member being very happy and being celebrated by the registered manager when their certificate for their vocational diploma arrived in the post.