Cleveland House 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 hasremained good. This meant people were supported and treated with dignity and respect; andinvolved 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. Staff treated people with dignity and respect. Staff knew people well and there was a focus on providing person-centred care which promoted people’s wellbeing and quality of life. One member of staff told us, “I love working here. The residents are amazing and the care is second to none. I would definitely have a member of my family here.”

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 were at the centre of their care. Staff and leaders ensured people had person centred and person specific care plans and risk assessments, which detailed their life experiences, wishes, care needs and preferences. There was a focus on what was important to the person and what could be done to ensure people lived their lives as they wanted to. One person told us, “The staff are very helpful and caring. They help me and I feel they treat me with courtesy and respect.”

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 supported to live independent lives. Staff ensured people were supported to make their own choices and have autonomy over decisions about their care. People were supported to receive care in an individualised way to focus on meeting their desired outcomes.

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’s needs were responded to in a timely way. Leaders considered times which may be challenging for staff to be as responsive to call bells as they would like to be, such as over lunchtime. To minimise the impact of this, leaders appointed a dedicated staff member to respond to call bells, whilst leaders answered the front door. One leader told us, “We check the call bell answering time every week to make sure people aren’t waiting long.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt valued and supported by leaders. Staff told us they had a strong and supportive management team to ensure there was team working, career progression and wellbeing support. One member of staff told us, “I love working here. The managers are great and they give me everything I need. There is career progression here too.”