Ings Grove 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.

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.

We saw examples of respectful and caring relationships between staff and people. Staff understood people’s needs and met them with patience and kindness. People and their relatives felt staff were kind and supported people’s dignity needs. People’s comments included, “The staff are kind they treat me with respect and dignity” and “They [staff] are lovely can’t do enough for you.”

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.

As part of the admission process people were given a leaflet to complete which gave them the opportunity to tell staff about themselves. A ‘What I would like you to know about me’ section in the leaflet encouraged people to give information, if they chose to, about their culture, religious and spiritual needs and gender and sexual background. The leaflet also included a section for people to let staff know about their preferred routines, habits and communication needs. This information helped staff provide individualised and respectful care.

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

People were supported to have choice and control over their care and to make decisions about how they received it. For the majority of people, support was focused on preparing them to return home following a stay in hospital.

Because of the nature of the service, people’s days were often busy with rehabilitation. However, people were encouraged to socialise and we saw people, supported by volunteers enjoying some activities. Increased staff presence at mealtimes over the course of the assessment resulted in people engaging more with each other and making the mealtime a pleasant social time.

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.

One person told us they had experienced some issues with staff not responding to their call bell in a timely way but said this had been resolved when they moved rooms. Other people told us staff responded when they needed them. We observed some very warm interactions from staff when people needed this.

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

Staff felt well supported and listened to. They gave examples of services the provider had in place to support them including a counselling service. Other initiatives to support staff included ‘Wellbeing days’, and a staff recognition "Shout Out" board to celebrate positive feedback from colleagues, residents and families.