Queensgate 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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness and compassion. A person said, “The carers are very friendly and kind.” We saw positive interactions between people and staff which were relaxed, respectful and at times playful where people enjoyed these types of relationships.

People and their relatives were mostly positive about staff and the meaningful relationships they had developed with people. When talking about their relationship with staff, a person said, “Staff are excellent - lovely indeed. I can have a laugh and joke with them.” A relative told us, “The carers are really nice, and I have a good rapport with them. Some are exceptional actually.”

Staff upheld people’s right to privacy and maintained their dignity. When speaking with staff, they gave clear examples of how they maintained people’s privacy and dignity.

The provider did not always ensure staff and resources were appropriately deployed to provide social stimulation for all people. For example, some people were supported to go out into the community, but those cared for in bed had limited access to activities and social stimulation. Relatives told us, “No one comes just to chat with [Person]” and “[Person] watches TV in their room. I am not aware of anyone giving time to just come and chat with them.”

Activities were not always tailored to people’s individual preferences or needs. Relatives told us, “[Person] has always loved quizzes, but I haven’t seen them,” and, “[My relative] is in the lounge normally, but there’s not much going on. I think they need more activities that are 1:1 for those who struggle to participate in group things.”

People’s religious needs were met. Staff understood people’s specific needs in relation to their religion and supported people to have visitors from religious organisations to meet their religious and spiritual needs.

People were able to personalise their rooms with their furniture and belongings. Where people wanted to have them, personalised signs were on their door to help them identify their room and provide key information about their preferences.

Staff mostly promoted people’s independence and sought consent before providing support which was confirmed by people and their relatives. A relative said, “[Staff] ask permission before doing any personal care.” Though another relative told us, “My only complaint is that I feel staff do everything for [my relative], meaning they are less and less independent.” We saw staff encouraging people to mobilise safely to help maintain their skills and independence in this area and some people accessed the community independently.

People were supported to maintain relationships with their loved ones. Visitors were welcomed and people could have private meetings with their friends and relatives.

People were offered choices and control over their lives. Though choices were not always offered in a way people could understand. For example, menus were only available in written format and read to people where needed. Though not everyone was able to understand the options available when provided in these ways.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. For example, when one person displayed behaviours of distress, staff responded promptly and appropriately which the person responded positively to. Call bells were answered promptly, though people told us at certain times during the day they could be waiting longer for staff.

The management team promoted a positive culture to support staff wellbeing. Staff spoke positively about the current change to the management team due to increased recognition and being valued for their hard work. They also appreciated a more hands-on approach from the manager to address problems.