Abbey Ravenscroft Park 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question requires improvement.

The provider was previously in breach of the legal regulation in relation to dignity and respect. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

At this inspection the rating has changed to good

This meant people did felt well-supported, cared for and treated with dignity and respect.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

At our last inspection we found the provider did not promote people’s dignity and respect at all times. This was because we found some people were not stimulated and were left in poorly maintained rooms. We found improvements in this respect.

People were mostly supported in a dignified and respectful way by staff and people told us staff treated them with respect. A person said, “The carers are very kind to me for sure.” A relative told us, “Yes, they are very respectful and caring, and they are even very nice to us, offering us a cup of tea and checking in on us.” People with incontinence needs were supported and some people required the use of catheters. We noticed a person with a full catheter that required emptying that was left by their bedside and was no longer in use. This meant their dignity could be compromised as we also noticed the odour from their room. We reported this to the management team to check if their catheter was emptied through the day and records showed that it was. However, there was risk staff would not always realise a person required assistance in order to maintain their dignity.

Otherwise, we observed staff demonstrating attentiveness, kindness, and consideration towards the residents. There were respectful interactions between staff and people. Another relative said, “I have never seen anything but respect.” People were not subjected to neglect and were checked on by staff who made sure they felt comfortable and engaged with. Staff told us they knew people well and respected people’s confidentiality and privacy. A staff member said, “I always ask residents for their permission before going into their rooms. I knock on their door first to check I can come in. Then I close the door and curtains when giving personal care. I will use a towel to cover people to protect their dignity.”

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.

People’s care plans included their goals and preferred outcomes. They were supported to work toward and achieve these. Staff were able to read and learn about people’s culture and background to help get to know them. A staff member said, “I understand and respect people and their backgrounds. We have people from different cultures and we get to know all of them, like helping people practice their religion.” We saw staff were very attentive with all people in the home, making sure they listened to them and respecting their choices, for example during the lunch and activity services. A relative commented, “They know [family member] quite well and some of the staff have been there since before, [family member] arrived so they have got to know them.”

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 and control of their care. They and their relatives had positive experiences working with the management team and staff. Relatives told us staff promoted their family member’s independence and encouraged them to do as much for themselves as they could.

A relative said, “They encourage [family member] to go into the day lounge and get involved in things.” People were able to spend time with others that were important to them, and staff supported people to facilitate and maintain relationships with friends and family.

People liked spending time together in the lounge area but also had the choice to spend time in their own personalised rooms, which were designed to suit their needs. Staff and managers supported people to keep in contact with those who were important to them so they could maintain important relationships. A relative said, “I visit regularly and get to spend time with [family member]. The staff are very welcoming and they care for them well.” This was important for people’s continued wellbeing and comfort.

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.

We observed interactions between staff and people and saw these relationships were caring and compassionate, enabling staff to anticipate some people’s discomfort and distress. People told us staff were responsive, attended to them when they pressed their call bells, which were within reach, and listened to their requests. They told us staff understood their needs and did their best to help them in any way possible. A person said, “I never have to wait for very long.” Another person also commented, “The staff do come quickly.” A relative told us, “They are quick to act if needed.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with said they were well supported by the managers in the service. They told us their welfare and wellbeing was taken seriously. They also told us they were happy working in the home and felt well treated by managers. A staff member said, “The manager is very helpful and supportive.” However, information we received after the inspection indicated some staff required more support for their wellbeing and satisfaction. We discussed this with the provider and they told us there had been a lot of change and disruption in the service which may have caused this.