Stoneleigh 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 requires improvement. 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 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.

People consistently told us staff were kind, caring, and treated them with respect. Everyone we spoke with said staff knew their individual preferences and provided support in a considerate and person‑centred way. One person told us, “The staff are ok, they listen to me and they always knock my door before coming into my room. I choose when I get up in the morning and when or if I go to bed at night. Sometimes I stay up with the night staff.” This demonstrated people felt respected and had control over their daily routines.

Care plans included guidance for staff on how to maintain people’s dignity and privacy. People told us, and we observed, that staff routinely knocked on doors and waited for permission before entering people’s rooms. People were supported to practice their faith where this was important to them, and those who wished to attend church were supported to do so.

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 were treated as individuals, with care and support tailored to reflect their preferences, choices, and independence. Staff knew people well and consistently took account of what mattered to them in their day‑to‑day lives. People told us staff listened to them, respected their decisions, and supported them to live in ways that suited their personal routines and lifestyles.

Care plans were person‑centred and clearly identified people’s individual likes and dislikes, as well as the activities they enjoyed taking part in. People were supported and encouraged to engage in activities within the local community, promoting independence, inclusion, and wellbeing.

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

Some people were supported to be actively involved in planning their care and were encouraged to express their views and preferences. Staff consistently sought people’s choices about their daily routines, including what time they wished to get up and go to bed. People were offered meaningful choice in relation to meals and daily activities, and their decisions were respected and supported.

People told us they felt able to make their own choices and maintained control over how they spent their time. One person told us, “I choose how I spend my time, there are a lot of different outings going on here, sometimes I join in, not always. I go to church every Sunday, I always have.”

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.

Staff demonstrated genuine compassion and meaningful concern for people throughout our assessment. Their responses to people’s immediate needs were timely, sensitive and personalised. Staff clearly knew the people at the service and there was friendly interactions between them.

Care plans were clear, detailed and person-centred, identifying people’s specific needs, preferences and risks. They provided staff with clear guidance on how to recognise early signs of deterioration and the actions required to respond effectively. This supported a consistent and proactive approach to meeting people’s immediate health and wellbeing needs.

Staff escalated concerns promptly where there were indications of a change in a person’s condition. Records we reviewed evidenced effective involvement of external healthcare professionals to support people’s needs. This included timely referrals and ongoing input from GPs, district nurses, dentists and physiotherapists. The service worked collaboratively with these professionals to ensure people received the right care at the right time.

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

Records we reviewed showed staff received regular supervision and attended team meetings where key information was shared, and lessons learned were discussed. These forums provided staff with opportunities to reflect on practice and raise any concerns.

Staff told us they felt well supported by the registered manager. They reported weekly wellbeing check-ins were carried out, which they found helpful in discussing both work-related matters and personal wellbeing. Staff spoke positively about this approach and said it made them feel valued and supported in their roles. One staff member told us, “I’m very happy working here, I couldn’t wish to work with a nicer bunch of people.”