Archived: Guysfield Residential 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 the last inspection we rated this key question as good. At this inspection this key question 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 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 told us staff were extremely kind and caring. A person said, “I like the manager, she’s fun and gets stuck in helping.” A relative said, “The staff there are very friendly, helpful and professional, and treat everyone with the dignity they deserve, I spend a lot of time there and have nothing but praise for the whole team.” Another relative said, “I think the ‘standout’ thing for me is the warm and caring environment, I believe my [person] regards the staff there as family members and they genuinely appear to be very attached to them.”

Staff were patient, kind and friendly when interacting with people. We observed staff to be attentive, have good relationships with people with laughter and banter but also a more of a quieter approach for those who needed that. Staff were respectful when assisting people and spoke discreetly. For example, we observed a staff member discreetly adjust a person’s clothing speaking quietly with them. Staff noted if people were in a draught and if they were warm enough, checking if they needed anything.

There were management walk rounds and checks in place to help monitor people were supported 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.

People and their relatives told us they felt they were treated as an individual, in a way they liked. A relative said, “I am also impressed by the attention to detail and individual care offered to each resident. The staff are both professional and respectful and seem to understand the residents needs extremely well.” Another relative said, “I have to say the staff really do care for my relative’s wellbeing and happiness and I see examples of this when I visit.”

Staff were able to tell us about people’s individual needs and preferences. A staff member said, “Its good because we try to make them feel like it’s their home as much as possible with the support they need daily.”

Staff were seen, and heard, offering support as people needed. Where people had a preferred gender of staff to support them, this was respected, and was stated in people’s care plans to help ensure this was followed.

Care plans were detailed and gave clear information about people’s needs, preferences and lifestyles. These were updated with changes and reflected people’s involvement.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives were positive about how they were supported in relation to independence and choice. A relative told us, “We are kept updated about [family member’s] health and wellbeing and involved in care planning.”

Staff felt people were supported to maintain independence choice and control. They also felt there were sufficient opportunities to promote their wellbeing.

We observed people being asked if they were ready for care or support, or if they wanted to go into the dining room for lunch or stay in the lounge. This was done in a respectful and patient way. People were able to tell staff what they wanted.

We saw people had their own routines and preferences and staff followed their wishes.

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 said their needs were met swiftly. A person said, “They come when I need them.” Relatives were positive about staff approach and how attentive they were to meet people’s needs.

The management team had systems in place which enabled them to have oversight of all records of care provided to ensure each person received the care they needed, when they needed it. Managers spent time supporting staff and carrying out visits out of hours which helped them monitor staff performance. A member of the provider’s quality team was also spending time working with people and staff to help ensure care was appropriate and person centred.

We saw staff responding to people when it was needed. The management team carried out checks to ensure people’s needs were met appropriately.

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

Staff said they felt very supported by the management team. A staff member said, “I do have regular supervision with my manager.”

Staff received regular supervision and training. Updates and information were displayed on the staff notice board.

There was an employee assistance programme being implemented. This was to support staff with their wellbeing and other areas of their lives this may be needed, such as financial support.