Weybourne

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 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.

A family member told us “The staff are kind and friendly. “And another said” They phone me up, they say she is resident of the month, and they do her hair and nails to pamper her. She has had it four or five times. It’s really nice.” A family member commented” They are very understanding, that's all I really want from them. They are very loving.”

People were supported to eat their meals as independently as possible. The mealtime experience was relaxed and sociable and people were offered choice and variety. Where people needed support to mobilise, their independence was promoted. One relative commented,

People and relatives gave positive feedback about the caring nature of staff. Comments included, “ They are very, they show a lot of empathy, kindness and understanding”. And another family member said ”I think they are very caring and kind. When I have sat with them there, for a couple hours, I have never seen any staff being aggressive or losing their tempers even when they have not realised, I am there.”

During the three days of the on-site inspection, the atmosphere at the service was friendly. We observed staff interacting with people in a meaningful way and heard people laughing and talking with staff and visitors One person’s relative said, “the staff are good and look after [name] really well and it’s a really nice atmosphere here”

There was an activity co-ordinators and a volunteer (one part-time) who helped plan activities within the care home and the local area. There was a programme of activities including links with the community, such as visits from local schools and visits outside of the home, People were able to join these activities regularly. Group and one-to-one activities had a positive impact on people's quality of life.

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.

A family member said “I have often visited they are having lunch or dinner. It looks well prepared and a healthy balance of food and quite substantial. they have a choice of what they wants, I am quite happy. They all joke and banter with the other residents in the home and know what they are like. It’s kind of upbeat. And another family member shared “staff have a good relationship with them and have got to know what each person in the home likes and dislikes. They take a personal interest, basically, they know [Relative] likes to read and doesn't always like to participate in group activities. They give them time and space and do what they like. They respect [Relative] wishes, I am very pleased with the service.

People’s care plans were specific to their needs. Where people had voiced preferences, such as how they liked to spend their day, this was recorded. Some people chose to spend most of their time in their bedrooms whilst others took part in activities.

There was an activities programme in place. On all three days we saw activities taking place, including a service run by the local church. People’s relatives gave positive feedback about activities They told us “. They have cultural days, and [name] enjoys outdoor activities and trips

One person’s relative said “[Name] is taken out to the shops to the cinema and for other visits.”

The garden area was secured, so people could move around safely. During our visits we saw the garden was used by the people and their relatives both were happy. We saw as part of the service improvement plan a BBQ area was being constructed in the garden. We also saw a new indoor communal café built for people, to socialise and engage with their respective families and friends.

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 consistently offered choice in relation to their care and daily routines. Observations of mealtimes demonstrated good practices with choices being offered to people over the type of food, quantity and whether they required any additional condiments or second servings. This was the same for the offering of drinks.

We observed people being offered support to use the toilet and where people were solely reliant on staff to provide this care, documentation reflected timely support being offered.

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 relatives told us they felt there were enough staff and visible staff presence.,. A family member said, “staff are always around when there is an accident, so I ring the call bell they arrive within minutes.”

Staff had a good level of understanding for people who were living with dementia. Staff were able to explain how they responded sensitively to people during times of crisis and emotional distress a staff member said “I remain calm if they are shouting, I speak in a low and steady tone I say “I’m sorry if I’ve upset you, but I am here to help” another staff said I speak calmly. Listen to his or her concerns and frustrations. I try to show that I understand if the person is angry or frightened, I try to distract the resident with an activity, for example a book or picture they like.”

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 both the previous manager and current managers were supportive, and they felt valued by them. Staff supervisions were routinely held and captured their support and development opportunities. Staff told us communication was good in the service between the leadership and care team. There was evidence of workforce wellbeing strategies successfully implemented in the service such as flexibility around rota for childcare, health appointments, cultural and religious needs.