Admiral Jellicoe House Also known as The Royal Naval Benevolent Trust

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 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.

People, relatives and professionals also told us staff treated people with kindness, compassion, and dignity. One person told us, “I'm well looked after, this 1 particular carer, who is fantastic, she’s done a lot for me, she always says if you've got any problems, you must tell me; there are 2 others too who are outstanding, nothing is too much trouble for them.”

The registered manager told us, “I observe staff daily to ensure they are speaking to people respectfully, I complete mealtime observations and I talk to people.”

People were supported to have visitors and could utilise rooms in the service as well as the garden space.

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were able to make choices throughout their day, including what they wanted to wear and eat and what activities they wanted to engage in. We observed staff offering people choice and responding to their wishes throughout the inspection.

The provider had strong links with the Royal Navy community who regularly visited the home to talk to people about their own history with the Royal Navy. They shared stories of how it was then and how it is now. There were also many events put on throughout the year, including a regular Wrens coffee morning. The people living in the home appreciated maintaining these links to their past.

People’s bedrooms and surrounding areas were personalised. The dementia floor was personalised to people’s interests. For example, 1 area was decorated with a local football club’s memorabilia which included seats from the stadium placed opposite a TV for showing the football matches. People who followed this football club had bedrooms which were situated near this area. Another area contained a pram, a washing line with baby clothes and dolls. We observed people interacting with the dolls and pushing the pram. During a mealtime observation, we observed staff members holding the dolls for people so they could eat their meals. People were reassured by this and demonstrated obvious joy. This helped improve people’s emotional wellbeing.

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

Staff were positive in empowering people to be as independent as possible and celebrated this. We observed the mealtime experience for people. The tables were set with tablecloths, placemats and condiments. People were given a choice of where they would like to eat their meal. We observed there were 2 menu options. People were offered a 3-course lunch, and this included a glass of wine where appropriate. People who may not have remembered what they had ordered were physically shown the 2 options to enable them to make a choice at the time. This meant people were given independence, choice and control and their choices were respected. Staff evidenced they knew people well by using their names and lowering themselves to their eye level. The atmosphere was relaxed and people were chatting, often about their past careers.

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 responding positively to several people who were at different times in a heightened state of anxiety or confusion. It was clear staff knew people well and responded to their immediate needs with kindness and compassion.

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

Most staff told us the provider offered opportunities for personal and career development, however, some staff felt more could be done in this area . A staff survey had also been issued to encourage feedback. The provider had an action plan in place following the feedback received. Team meetings were held to discuss issues relevant to the service or staff experience.