Garden House

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. Staff always treated colleagues from other organisations with kindness and respect.
Throughout the assessment, we observed excellent interactions between staff and people using the service. These were characterised by meaningful engagement, reassurance and a clear understanding of people’s needs. For example, when one person was feeling unwell, staff responded promptly and compassionately, making frequent checks to ensure their comfort and wellbeing, while offering kind words and emotional support.
Feedback from people and their relatives was overwhelmingly positive and consistently reflected the exceptional caring ethos of the service. People told us staff were not only kind but genuinely dedicated to their wellbeing. One person said, “[Staff] treat [people] as you would wish to be treated yourself,” while another commented, “It’s a really friendly atmosphere.”

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.
Observations showed staff knew people and their preferences well. People were supported to look how they wished, one person was very pleased to show off her outfit of the day to the inspection team.
 

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 choice over how they were cared for. Records were person-centred and people and their relatives had been involved in creating their care plans. We observed staff giving people choices around their day-to-day activities, food and drinks. People said staff listened to them.
 

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.
Daily care records showed staff reacted to people’s immediate needs quickly and appropriately. We observed staff were quick to respond to call bells, and requests for support from people. When needed, monitoring systems were in place to alert staff when people got out of bed, or out of their chair, so staff could support them with moving around the service safely.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Managers held regular supervisions and team meetings to support staff. Staff felt well supported by the management team. A staff member said, “I thoroughly enjoy working at Garden House and love being involved directly with the residents.”