The Orchard

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 people to be happy, content and comfortable with staff. People were supported by kind and caring staff. They talked to people with respect and maintained their dignity at all times. People were comfortable with staff. Staff demonstrated genuine compassion, patience and commitment, which enabled people to feel comfortable at the service. It was notable through discussions and observations as to the genuine care all staff had for people. Staffing numbers enabled staff to spend time with people. Care records reflected a person-centred and caring approach tailored towards people’s care, emphasising the importance of kindness, compassion and dignity. They provided information about people’s lives. Relatives gave us positive feedback. Comments included, “the staff are caring and give respect and dignity”, “They know my relative well” and “The staff are polite and friendly.” Staff told us they were respectful towards people and their needs, respected people’s privacy and they ensured people were comfortable with them.

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. Care records showed information was gathered to best understand the individuality and uniqueness of each person, including their family background, social interests and personal stories. These records included clear and detailed information on how to support people which enabled staff to support people as individuals and manage any anxiety or distress. Mealtimes were observed to be well organised and responsive. People were supported by staff who explained what they were doing and continuously offered reassurance. People we observed during our visits were settled, comfortable during mealtimes and relaxed to be with the staff. People were supported with a variety of activities both within and outside of the village. For example, visiting the on-site café, the synagogue, cinema, bowling and days out such as going to the beach, shopping and a football match. One person told us about an external club they regularly attended.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence and make choices about their care and daily lives. Care records showed people’s levels of independence were clearly documented and provided guidance for staff on how to encourage and motivate people to maintain their independence. For example, personal care and eating independently. Staff gave us examples of how they supported people to be independent, for example, providing hand on hand support or using specialist cutlery when supporting people at mealtimes. Staff we observed supported people in the way they wanted and maintained their individuality and autonomy. People moved freely and happily in their home where they could do so. People who required support to move were supported to do so. Relatives told us people were supported to be independent, for example, supporting with putting groceries away or baking cakes.

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. People’s immediate needs were responded to promptly and appropriately. Staff we observed were immediately attentive and responsive, providing support without unnecessary delay when people required assistance. Staff took time to communicate with people, answer their questions, clarify their understanding to alleviate any anxiety or distress. People were supported by staff who knew them well. People were supported in a respectful, compassionate and unhurried way. Relatives told us the home contacted them if there were concerns or incidents.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. We observed a kind and respectful culture among staff, with team members supporting one another and working collaboratively. This contributed to a calm and caring environment for people using the service. Records showed staff received regular supervision and training. Staff told us they were treated well, received rotas, which allowed breaks and they could always approach the registered manager when required.