Greenhill Park 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 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.
People and their relatives consistently spoke positively about the kindness and compassion shown by staff. One person told us, “Staff are great, this is definitely the best of all the homes in this area.”
A relative told us, “They did their utmost to welcome (person’s name) despite them being stubborn. They were wonderful.” Another relative shared, “I lead the church service once a month. The home is very accommodating. I’ve also been phoned by (registered manager) to come in for an end of life visit for a resident, and as I was leaving, they asked me to see a second person.” This demonstrated the home’s commitment to supporting meaningful relationships.
The home ensured staff focused on building and maintaining open and honest relationships with people their families and friends. Relatives told us they could visit whenever the person wished. One relative said, “We are welcome 24/7. I come 4 times a week. We’ve taken her out a few times.”
During our assessment, we observed positive interactions between staff and people living in the home.

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 we reviewed reflected people’s personal histories and captured who they were before their diagnosis and care needs. This helped staff understand how people’s life experiences had shaped their personalities, preferences and routines, and provided meaningful prompts for conversation. Staff knew people well and, where required, followed specific guidance to support them safely. We reviewed records that showed the home following guidance set out by the GP to support someone who had started to lose weight. This included implementation of weight monitoring, fluid monitoring and fortified shakes.
People’s bedrooms were personalised with items and furniture from their own homes, helping to create a familiar, comforting environment.
 

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 able to walk freely around the home which included the reception area, dining room, lounge area and garden area. Some people were walking independently but with the use of walking aids and some people were being supported by staff.
People were encouraged to participate in activities, one person told us, “I try and join in activities, just for interaction and to get me out of my room. I’m encouraged to come down for lunch and to go out in the garden. But if I don’t want to that is fine as well.”
One relative told us, “(Activity coordinator) really tries hard to keep them occupied. (Person’s name) enjoys the musical activities. I believe they go out gardening and play with the dog.”
Another relative told us, “They weren’t having a church service at all. I spoke to a friend, and they got hold of the local church. They got involved and they now have a service once a month. Care records we reviewed clearly outlined people’s wishes and preferences.
One person expressed a wish to increase their independence by using a wheelchair or scooter to access the community on their own. The registered manager met with the person to explore this goal, developed a structured plan with them, and completed a detailed risk assessment. This plan was shared with the staff team to ensure consistent support. As a result, the person is now able to access the community independently. This approach ensured people were actively involved in managing risks, with support which promoted independence, upheld their choices and enabled them to live the lives they valued.

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 told us staff were responsive to call bells. One person told us, “They are quite prompt answering the call bell and always polite and respectful.”
During our observations, there were sufficient staff on duty to meet people’s immediate needs. Staff were visible, attentive and available to offer support when required. During the lunch service, staff were respectful and supported people appropriately; however, the overall dining experience could be enhanced. There was a long wait for lunch, and during this time there was limited interaction or engagement with people. We fed this back to the registered manager, who told us they would review the lunchtime arrangements and seek feedback from people.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
The registered manager had implemented an “awards” type event to celebrate and recognise the team’s contributions. Awards included a caring award, new starter award, leader award and a resident award. An employee of the month initiative was also introduced, helping to promote a positive culture and acknowledge staff achievements.
A staff member told us, “Since the new manager has arrived, things have improved and there is good support for the team.”
Another staff member told us, “The current management team are very supportive, and very understanding and easy to talk to.”
Records showed staff received regular supervision and annual appraisals, which provided opportunities to discuss wellbeing, development and training needs. Supervisions were provided by the registered manager and deputy manager.