Rayners Residential Care 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect.

We saw staff demonstrated kindness and compassion through personalised approaches. Staff were attentive, responsive and patient with people to help ensure their comfort and safety. People appeared comfortable in the company staff. People’s care plans provided staff with clear guidance about how to communicate with them.

Wesawmany kind and caring interactions. Staff used the person’s name and spoke to them as they would wish, either with informality or with language they would understand and wish to be used.

The management team had a strong culture of kindness and compassion that extended beyond people to their relatives and visitors.

People were strong in their opinions thatthe care regime at the home was good and mostly reliable.People and their relatives were complimentary about staff and their caring approach. One relative told us, “Staff are unfailingly kind and it’s not just one of them, all of them”. One person told us, “I don’t know how I would cope without them”.

All people appearedwell presented and groomed and personalised their appearance withjewellery.

The provider put on events for people to enjoy with their families, birthday celebrations, summer gatherings and a Christmas party. People and relatives told us these had been a success with good food and time spent celebrating with their families.

Professionals were highly complementary of the kind approach of the management and staff team. Comments from professionals included, “it is a happy homeand there is a lovely calm atmosphere”. Another mentioned the “safe, fun lovingenvironment”.

However, we saw dignity was compromised by staff administering people’s topical medicines in the dining room during a lunch time medicines round. Following our discussion with the management team. the provider put in place additional guidance to staff regarding dignified medicines administration.

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 and relatives felt valued and listened to and confirmed they were treated as individuals and that staff knew them well. Comments included “I realise how good this home is; I have had no troubles at all; I have never become distressed even once”.

Staff clearly knew the people they supported and were able to describe how people liked to receive care, their personal preferences and what was important to them. People’s care plans provided staff with clear guidance about how to communicate with them and we saw staff using appropriate methods of communicating about subject’s people were interested in.

One person was a keen gardener and raised beds had been constructed in the garden for them to grow their own vegetables.

People told us their individual food and drink preferences were catered for and gave positive feedback about the meals in the home.

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

Professionals provided positive feedback about how the service ensured people’s independence while empowering people to have choice and control over their lives. “We always enjoy our visits …and many of our team feel it is a place we would want to go to when the time comes”.

People were able to walk independently both inside and within the garden and were enabled to maintain their independence. One person told us, “I love and appreciate the gardens”.

People and relatives confirmed they were offered a range of choices about how they lived, what they did and how they were supported.

We saw relatives were able to visit their family members and spend time with them without restriction. These visits took place either around the home or in the privacy of people’s bedrooms. Staff were friendly and welcomed visitors into the home.

Relatives valued sharing meals and celebrations with people living at the home. One relative told us, “on their birthday last year, they encouraged us to invite 12 people for a special birthday tea”. Great grandchildren were also made to feel welcome, it was a special day”.

People enjoyed regular activities outside of the home, facilitated by a vehicle owned by the service which was adapted for wheelchair use. Relatives were able to use this to accompany people to appointments.

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 responded quickly to people and appropriately provided reassurance. We saw call bells were responded to in a timely way. Staff were visible and accessible throughout the service; staff rotas reflected what the management team told us about staffing levels and a dependency assessment demonstrated an understanding of the level of support people required.

People and their relatives raised no concerns about how staff responded to their needs and felt listened to. A relative told us their family member “had an emergency fall the other week. There were no dramas, no panic, they dealt with all of it in a matter of a fact way”. Another person told us, “I have a fall mat and a call bell. When I had a fall, there was just the beep (from the fall mat) and six people were in here straight away and they helped me”.

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

The service benefitted from a stable and established staff team with many having worked at the service for many years. This was achieved as staff felt valued and were clear they could speak with the management team at any time and felt that their views, opinions and suggestions would be listened to. Staff were very positive about the registered manager and described them as approachable and supportive.

Staff told us they valued development meetings, both individual and group sessions, as they were a useful opportunity to obtain support for difficulties and explore opportunities for development.