An Darach House

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 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.

Staff treated people with kindness, compassion and respect. They knew people well and understood their individual needs, preferences and routines. During the inspection, people appeared comfortable and relaxed in the presence of staff and positive relationships were evident.

Relatives spoke positively about the care their family members received and how kind the staff were. One relative said, “[My family member] is always clean, well dressed and in their own clothes.” Another relative told us, “[My family member] has created a genuine bond with staff and I am reassured that they are happy here. Once, I visited unannounced to find [my family member] was busy having a full bubble bath and listening to music. They are well looked after.”

Some relatives had sent in written compliments to the provider. These comments included, “Wonderful staff, all helpful and friendly.” And, “We strongly feel our [family member is in the best accommodation possible and are overjoyed with their placement.” And, “Best placement our [family member] has had and will be their forever home.”

Staff supported people in a way that respected their privacy and dignity. People were supported to maintain their personal appearance and wellbeing in line with their preferences. Staff demonstrated a good understanding of people's individual needs and took time to engage with them in a caring and respectful manner.

People received care and support that reflected their needs, preferences and interests. Staff knew people well and took account of their routines, choices, strengths and personal histories when providing support.

Relatives and professionals described how support was tailored to people's individual preferences. A relative told us, “Staff have personalised [my family member’s] bedroom with a new bed and photographs on the wall. They like music on a CD player and staff brought lots of CDs over the years. They have a mobility car for staff to take them out and they are allowed to choose the colour. They love to go out in their car. Staff got them a new chair with a matching foot stool. They have an iPad and staff help them to call me on it. Staff will get them things and know them well. Their key worker will send me photographs of them doing their activities.” A professional said, “[Person] likes to wear trendy clothes, shirt and waistcoats. Always dressed well. They like to stick to a routine in the mornings and will not break this routine. They have a good sense of themself and always smell nice. Staff are caring and help them to choose clothes to wear, listen to music and provide personal care and support.”

Care plans reflected people's personalities, preferences and support needs. Staff understood what was important to people and used this knowledge to provide personalised support that reflected their individual circumstances and choices.

People were encouraged to maintain their independence and make choices about how they lived their lives. Staff supported people to have choice and control over their care and understood the importance of respecting their wishes and preferences.

During the inspection, people chose when to get up, what they wanted to eat and drink and how they spent their day. We observed people moving around the home, gardens and local community as they wished. Staff accompanied people to support their safety but did not restrict them.

Relatives told us people were supported to make choices and remain as independent as possible. A relative said, “This care home is more appropriate for [my family member]. They can go to the fridge if they are hungry and will bring a cup to staff to ask for a drink.” Another relative told us, “Staff encourage [my family member] to make their own choices over meals, clothes and activities. They can point to things that they want to do. Staff give them choices through pictorial cards as they do not understand Makaton.” Makaton supports communication through signs, symbols and spoken language.

Staff adapted their approach to meet people's communication needs and help them express their views and preferences. Support was flexible and reflected people's individual routines, wishes and abilities.

Staff understood people's needs and responded promptly when they required support. They recognised changes in people's wellbeing and adapted their approach to reduce the risk of distress and ensure people remained comfortable.

Relatives told us staff knew their family members well and were able to recognise early signs that they may be unwell, distressed or experiencing discomfort. They explained staff responded quickly and used approaches that worked for that person, such as offering reassurance, activities, going out or seeking medical support when needed.

Staff demonstrated a good understanding of people's health conditions and how these could affect their mood, reactions and wellbeing. They adapted support to meet people's changing needs and recognised when a different approach or additional support was required.

Where accidents, incidents or concerns about a person's health arose, staff sought appropriate medical advice without unnecessary delay. Relatives spoke positively about the care provided during periods of illness. One relative said, “Staff absolutely care for [my family member]. For example, they were in hospital and the staff stayed all night with them and then another staff came to stay with them the next morning.”

The registered manager promoted staff wellbeing and supported staff to carry out their roles effectively. Staff spoke positively about working at the service and described a supportive working environment.

Staff told us they felt valued and supported by the registered manager. They said they were comfortable raising concerns, seeking advice and discussing any difficulties they experienced in their role. Staff felt listened to and told us support was available when needed.

The registered manager had arrangements in place to recognise staff achievements and share compliments and where they felt staff had gone ‘above and beyond’. For example, positive attitudes, arranging a Christmas event and outings or finding an Autism friendly cinema experience for people.

They also supported staff who were experiencing work related or personal challenges. Staff received supervision and guidance to help them develop in their roles and continue providing person centred care. The registered manager maintained regular contact with staff and promoted an open and supportive culture.