Water Royd Nursing 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. A person said, “The staff are a laugh a minute. They care.” Staff always treated colleagues from other organisations with kindness and respect. We observed staff treating people with kindness, compassion and dignity. This positively impacted people. We found the atmosphere to be warm and welcoming. Staff were jovial in their approach and were seen laughing and joking with people. People were comfortable speaking to staff and asking for support. People had been involved in producing photography, this activity had a positive impact on people. Quotes from people included ‘made me feel empowered', 'made me feel young again' and 'this made me feel like a model'.

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. Staff knew people well and supported them in line with their preferences. We observed people enjoying hand massages and nail care, and we observed another person happily caring for a baby doll. Records evidenced several compliments from people and their loved ones. Comments included, 'The care, compassion and dignity you have shown has been second to none. We cannot thank you enough for going above and beyond. We will look back with happy memories’ and ‘I give my heartfelt thanks and gratitude for all the care and comfort provided. From the minute you step through the door, there is a lovely reception from all of the staff.'

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had a choice of what they would like to do each day. The service had a café and activities room, to enable people to participate in activities if they wished to do so. People had a choice of meals and drinks. People told us they enjoyed the food on offer and could choose what they liked to eat each day. A person said, “It is a nice breakfast, we all enjoy it.” Show plates were used for some people, to assist them in choosing their meals, and menus were available in communal areas. Staff told us how they promoted people's choice and independence.

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 appeared well kempt. We observed people being supported to eat in a kind, patient and compassionate manner. For example, staff sat next to people, gave them time and explained what was to eat. We observed staff responding to call bells in a timely way. People told us they had their needs met and were happy with their care and support.

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 they were happy at work and enjoyed their roles. Staff were supported with their professional development. The service provided development opportunities for staff, such as nursing associate training and provided placements for students from the local college. Staff initiatives were in place, such as an employee of the month scheme.