Long Eaton View 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. This is the first assessment for this newly registered service. This key question has been rated 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 positive interactions between people and staff. People knew staff and felt comfortable in their presence, and staff used kind and respectful language when communicating with people.

Leaders also knew people well and interacted positively with them. This showed that they led from the front and modelled the behaviour that they wished to see from their staff by being approachable and available to people. The registered manager completed a daily checklist which they used to inform a staff meeting at 10am every day. As part of the checklist for this meeting, there was a section entitled “Chat with residents” which prompted leaders to have a discussion with residents and write down any important points to be shared with the team. This showed that leaders took people’s views seriously and valued conversations with people.

Care plans contained information about each person’s life history, so that new staff would be able to gain an understanding of the people they were working with.

Staff received training in person-centred care and dignity in care. This ensured that staff were equipped with the skills to deliver care in a person-centred and dignified way.

People told us that staff were compassionate and thoughtful. One person told us, “The staff are very kind”. One relative told us, “The staff show kindnessand have a loving attitude to the ladies and gentlemen”. Another said, “I feel that the care formy relative from the staff isvery good, consistent and kind”.

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 plans contained information about people’s preferences around how they wish to be cared for, with this information written from the perspective of the person. For example, one care plan stated, “I do have a routine in the morning which I like to be kept the same”. This showed that the provider considered people’s individual preferences for the way that their care was delivered.

People’s individuality was respected during the care planning process, for example, each care plan contained information about people’s sexuality, religious needs and how to support them emotionally. This showed that the provider recognised that people are different and benefit from being treated individually.

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

We observed staff respecting people’s individual choices. For example, at mealtimes, they supported some people to eat at the dining table whilst others chose to stay in their bedrooms or eat in a comfortable chair in the communal areas. Similarly with activities that were taking place in communal areas, staff offered people alternative activities. Several people took part in a game of ping pong on a table in the communal lounge. Those that did not wish to take part in the activity were offered alternatives, with staff playing board games with some people and engaging in having a chat with others.

Care plans contained information about people’s hobbies and interests, which allowed staff to offer a choice of activities which reflected their interests.

The provider did not apply any restrictions upon visiting times. This allowed for flexibility around visiting, meaning that people could receive visits at a time of day that they preferred, and allowed relatives to visit the care home around their other commitments.

One relative told us, “The staff understand my relative very well. They give them choice but guidance when necessary. Being well trained improves theoutcomes for the residents”.

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.

Staff were observed responding to people’s requests and meeting their needs in a timely manner. Where people were unable to communicate their needs clearly, staff adapted their communication technique and anticipated people’s needs.

Information about how people communicate was included in their care plans, this meant that staff could adapt their approach and understand people.

A call bell system was in place, with screens situated around the building which advised staff of which room the call bell had been activated in. This allowed staff to respond to people’s needs in a timely manner.

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 that they feel supported to learn and develop in their roles. There were examples of staff progressing from care assistant roles into senior care and management roles. Initiatives such as an “employee of the month” scheme were in place to celebrate staff’s achievements. Supervisions and appraisals regularly took place, with questions around staff wellbeing and development on the agenda as well as performance. An employee assistance programme was in place, where staff could contact an independent helpline for support.