Church View 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 provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question as good. At this assessment the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

One person valued maintaining their appearance as it was closely linked to their confidence, dignity, and sense of identity. In response, several staff voluntarily came into the service on their days off to support the person with pamper sessions, styling their hair, applying makeup, and spending quality time with them. The impact on the person's wellbeing was significant. Relatives commented the person became visibly happier, more confident, and now had pride in their appearance again. The person commented, "You don't just look after me, you make me feel like myself again."

Staff also worked collaboratively to fulfil a person's wish to remain close to a loved one during their end-of-life, arranging an additional bed to be safely installed in their room so they could spend time together. This helped the person maintain an important relationship which provided emotional reassurance and comfort and ensured the person's wishes were respected. This also meant the person was able to spend meaningful time with their loved one in familiar surroundings, promoting dignity and a positive end-of-life experience.

Professionals provided positive feedback about the service. One commented, "I have always been impressed with the way they support the resident's relatives, during difficult times (end of life)."

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

One person was admitted to the home whilst receiving palliative care. Their relative expressed concerns that, in their previous care setting, they were often asleep, disengaged, and no longer enjoying a meaningful quality of life. Staff took time to understand the person's life history, preferences, strengths, and aspirations. Care was tailored around what the person could do, rather than their diagnosis. Through thoughtful relationship-building, encouragement and support, staff promoted a pace that suited the person. As a result, the person's physical and emotional wellbeing improved significantly. They became more alert, confident and socially engaged, developing meaningful relationships with other people living at the home.

Staff described how the person regularly checked on others, wished people goodnight and how they actively participated in life within the service. They explained how the person interacted positively with staff, often smiling and dancing during day-to-day interactions.

A relatives commented about the impact the care made. They said, "We are over the moon with the difference in [Person]. Every time we visit, they are awake, talking, smiling and engaging with people around them. We can see how much happier they are. Moving them to Church View was the best decision we could have made. They are enjoying life again and making the most of every day."

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.

One person's move into the service did not prevent them from continuing a meaningful relationship with their partner. When the couple expressed their wish to have a wedding ceremony, staff and leaders worked alongside them to support them with their goal.

The couple were supported to make decisions about the ceremony, which took place in the service garden surrounded by family, friends, residents and staff. This demonstrated a strong culture of promoting independence, choice, and control. Staff went above and beyond to ensure the person's wishes were respected, enabling them to achieve a meaningful life goal. The ceremony created lasting memories for the couple and reinforced their sense of dignity, identity, and belonging. The couple described how the service helped arrange their wedding ceremony allowed ‘their dreams to come true’.

We observed staff consistently asking people about their wishes and choices. Relatives told us where people were able to be independent staff encouraged this.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.