Tadworth Grove Care 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 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us they were treated with kindness, compassion and dignity and we observed this during our visit. The staff were kind and caring and responded to people’s needs promptly and discreetly. Their comments included, “The carers are really nice. Yes, I think they are kind” and “They are respectful. I would tell them if they weren’t.” Relatives agreed and said, “I think my relative is well cared for” and “The staff are lovely with my relative. They do so much for the people here. I think they are very kind and caring. I have not come across any carer who I haven’t liked.” We observed the staff to be patient, caring, and displaying genuine affection and respect for people.

However, one person told us they had complained about a staff member who made them feel uncomfortable. We saw evidence that this had been addressed by the registered manager. Another person stated, “I think they’re sometimes too jolly. The young ones. They forget that we are old and need some peace and quiet."

We discussed this with the registered manager, who told us they would continue to obtain feedback from people and raise any issues during staff team and supervision meetings.

The provider treated people as individuals and ensured their care, support, and treatment met their needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture, and unique backgrounds and protected their characteristics.

The registered manager and staff knew people’s individual needs and were committed to ensuring they were treated as individuals.This included their faith and sexuality.

Care plans detailed people’s wishes and preferences, and we saw evidence that the staff knew and respected these. The staff team tried to make people’s wishes come true. For example, one person who had spent 40 years working for a well-known organisation wished to go back to it. The staff organised for them to spend a day ‘working’ in the organisation. They were given a uniform and the chance to do some work with current staff members. The person was delighted with this experience.

The provider had put in place a ‘what you said – what we did’ process following consultation or meetings with people. For example, people had commented they would like to see ‘little fluffy animals’. As a result, a visit from a variety of small animals had been organised. People enjoyed this.

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

People’s choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were understood and respected. There was a range of activities on offer which were varied and included external entertainers.

People’s aspirations were identified and respected. People’s care plans included their background, preferred activities and what made them happy and fulfilled. The registered manager told us people were always at the centre of every decision made in the home.

Relatives told us there was a culture of community, and a homely atmosphere. One relative stated, “We had another relative here before, [they were] very well cared for and so it seemed to be a good place for our relative to be. [They] haven’t been here very long. Things seem to be OK so far."

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.

We observed staff supported people in a timely manner. People told us call bells were usually answered promptly, and staff would always take the time to check they were okay and help. One person said, “I’ve been here just over three years. It’s fine. Any organisation has its problems and this place is no different but, on the whole, it is fine and I wouldn’t want to be anywhere else. There are always carers around - they do look out for you here. I do have a call-bell but so far I haven’t had to use it."

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

The provider and registered manager spoke positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs.

Staff felt supported and spoke of being a good team. Their comments included, “The vision of the organisation is to promote healthier longer lives. The values of the organisation are to be caring and brave. Residents come first. We walk and talk the values” and “We respect [people] and put their wishes first, ask for their consent and adhere to privacy."