Cartmel Grange

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 of this key question, we rated this key question outstanding. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 were treated with kindness and compassion. People told us staff were always polite and very respectful, and that they felt listened to. Feedback from relatives was very positive about how staff treated people. The culture in the home was seen to be genuinely caring. One person told us, “The care staff in this home are excellent. They really understand the meaning of the word care.” A relative said, “It’s very reassuring to see the care and love that is shown to the residents.” Another relative told us, “The staff treat my relative with dignity and kindness.”

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.

Staff treated people as individuals. Ministers from the local community visited regularly and people could choose to be involved. One person told us, “I feel that I am seen as an individual not just a person in a home needing care. The staff give me freedom to do as I want when I want and within reason.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain relationships that were important to them, and we saw that visitors came and went as they chose to.

The service actively promoted visitors to the home by offering invitations for them to join people and have their meals together especially at a Sunday lunch time. They were also asked to take part in all the activities which meant they visited more often and often stayed longer enjoying themselves. One relative said, “When we visit, we are always offered tea and cakes it makes visiting lovely.” Another relative told us, “I look forward to joining in with my relative in some activities. It does make me feel part of their home.”

Meaningful and varied activities and social engagements were available to people every day. People told us that lots of people come to the home from the local community such as church choirs, schools and local groups who offer their time to people without visitors. Where people were cared for in their rooms they were also included, if they wished to be, in suitable adapted activities. One person told us, “We are encouraged to join in with things happening in the home. I don’t always want to, but staff will spend time with me and help me do things with them.”

Independence was actively promoted. A visitor said, “Our friend’s environment is very important to them, a safe space and room for movement. The room has been made user friendly meaning they can move around independently now.”

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 urgent needs were appropriately recognised and dealt with. Where people could not communicate well staff demonstrated they knew them well. Call bell response times were monitored to ensure people were not left waiting. A relative told us, “My relative always appears to have the help he needs form the staff whenever he needs it. I never have any problem finding a member of staff.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Feedback from staff was very positive. Staff told us they felt very supported. They thought there were always sufficient staff on duty and commented about improvements in the home since the new manager was appointed. Staff were given opportunities to raise any concerns. Overseas staff we spoke with told us they felt very supported and told us they thoroughly enjoyed working at Cartmel Grange. A member staff told us, “It’s a great place to work.”