Greenfields Close

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.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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.
Throughout the assessment, we observed staff interact with people in a kind, respectful and supportive manner. Staff took time to engage meaningfully with people, adapt their communication style to suit each person. Where appropriate, staff shared light-hearted conversations and humour, which people responded to positively. This demonstrated strong, trusting relationships.
Records showed that people were treated with dignity and respect, with staff who promoted choice and independence in day-to-day interactions. For example, staff were seen offering people choices about how they spent their time and respected their decisions.
One staff member told us, “I take time to get to know each person properly, providing person centred care, privacy, and dignity is at the heart of my daily routine, so I can support them in the best way possible.” Another said, “We always aim to provide care in the least restrictive and most person-centred way. We also ensure people’s privacy and dignity are maintained by closing doors and curtains, speaking respectfully, and keeping information confidential. We involve people in decisions about their care and support them to remain as independent as possible, ensuring all care is delivered discreetly and with respect.”
Relatives spoke positively about the caring approach of staff. One family member said, “We work well together, my loved one is happy and so I am happy”.
People were supported by a staff team that was caring, attentive and respectful, which contributed to positive experiences and wellbeing.

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.
Staff listened to people and supported them using their preferred communication methods. This enabled people to express their choices and preferences, which were clearly recorded in support plans and well understood by staff.
People’s goals, aspirations and wishes were recognised and respected. Care plans included detailed information about people’s backgrounds, life histories and preferences, which helped staff to deliver support in a way that was personalised and meaningful. People were supported as individuals, not just based on their care needs.
We saw people were encouraged to be themselves, with personalised bedrooms that reflected their interests, choices and identities. This supported people to feel comfortable, valued and at home.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People’s choices were clearly documented, and their independence was actively promoted. Staff understood the importance of supporting people to make decisions using the most appropriate communication methods, which ensured they could express their wishes and preferences.
For example, one person was supported to choose activities they enjoyed, such as arts and crafts. Staff worked with them to select materials and ideas, and they chose to make personalised frames for their photographs. This demonstrated how staff enabled the person to be involved in meaningful activities and express their creativity and preferences.
This approach meant people were empowered to have choice and control over their daily lives and were supported to engage in activities that were important to them.
 

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.
Records, including accident and incident reports, demonstrated that staff responded promptly to people’s needs and ensured they received appropriate care and support. Care plans for people who may experience periods of distress provided clear, proactive guidance for staff, which included early indicators of concern and strategies to reduce anxiety and prevent escalation.
Where people had limited verbal communication, staff showed a strong understanding of their needs. We observed positive and responsive interactions, with staff who anticipated needs through people’s behaviours, expressions and communication styles, and reflected caring and compassionate relationships.
Relatives confirmed staff responded quickly and appropriately when people needed support. For example, one relative told us, “Staff are very well trained, they know my loved one very well and can tell if they are not happy”. This approach ensured people received timely, responsive support that met their needs and promoted their wellbeing.
 

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.
The provider had a range of processes in place to support staff wellbeing and create a positive working environment. This included flexible working arrangements to help staff balance their work and personal lives and access to an employee assistance programme. The registered manager spoke positively about the support available for all staff. One staff member we spoke with said, “I feel exceptionally well supported by our care home manager. During my first week, she recognised when I felt overwhelmed, took time to provide reassurance, and offered guidance, helping me build confidence and develop in my role.”
The service promoted an inclusive culture where staff felt valued and supported as individuals. For example, reasonable adjustments were made to ensure all staff could carry out their roles comfortably and confidently, reflecting a commitment to equality and understanding people’s different needs.
Staff consistently told us they felt well supported and appreciated by the registered manager and the wider management team. They described an open and approachable culture where they felt listened to and able to raise any concerns. One staff member said, “I feel very well supported by (manager). She is approachable, person-centred, and always focused on what is best for the people we support. She listens to staff, provides guidance when needed, and is always available to offer support and check on staff wellbeing.”
This strong focus on staff wellbeing and inclusion helped to create a stable, motivated team. As a result, people received consistent, compassionate and person-centred care from staff who felt valued in their roles.