Longview

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 inspection we rated this key question good. At this inspection 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 service always treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect. People told us they had good relationships with staff who looked after them well. A relative told us, “The staff are very kind and show great kindness to all residents everyone seems happy.” Staff we spoke with knew people well, including their personal histories, backgrounds and goals. They had time to talk with people and build positive, caring relationships.
The service also demonstrated a commitment to valuing people’s life experiences, individuality and contributions. For example, the provider shared plans to develop a “100 Club” wall to recognise people aged 100 and over. This initiative was being developed with people’s consent and highlighted their life experiences and advice for others. People shared personal reflections and words of wisdom, which promoted a sense of identity, respect and community within the home. Evidence also showed that activities and engagement shared externally, such as through social media, reflected the service’s own community, demonstrating transparency and pride in the care provided.
A relative told us, “The staff are brilliant, they all seem happy in their work and its always spotlessly clean.” Another relative told us, “I say this all the time, this place is amazing. You wouldn’t find a better place. I wouldn’t change anything about it. The staff are amazing.”
A health professional told us, “Staff appear caring, and positive interactions have been observed during visits. Staff know the needs of the residents when asked questions.” Another health professional told us, “During my visits, I have found the staff to be welcoming, helpful and respectful towards the residents. They appear to know the residents well and interact with them in a kind and patient manner. The residents seem comfortable in their surroundings and are treated with dignity and respect.”
 

Staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were person centred to meet people’s individual needs and preferences. The management and staff spent time getting to know people and frequently discussed their likes, dislikes or preferences for care.
People were empowered and encouraged to take on meaningful roles within the home, promoting independence and purpose. Examples included people acting as activity ambassadors, reviewing weekly planners, supporting dining experiences, and contributing to the overall running of the service. Staff recognised and valued peoples’ emotional wellbeing and individuality, providing opportunities for self-expression through arts, music, and poetry. A relative told us, “Staff are very accommodating and flexible, my loved one isn’t used to eating a hot meal at lunch time, so they do it in reverse for my loved one, hot meal is at night.”
 

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to make day to day decisions about their care and to have as much control as possible.
The service offered a diverse and inclusive programme of activities designed to promote physical wellbeing, social interaction, and community connection. Activities incorporated music, arts and nature-based engagement, with events held both within the home and in the wider community, such as concerts and exhibitions.
The service supported people to maintain independence through everyday activities, including participation in community events, self-service during meals, and active involvement in social settings. People were involved in planning the activities and social opportunities they wished to take part in and were supported to maintain relationships with friends and relatives through visits and trips out.
Engagement was not limited to structured activities; staff were encouraged to interact with people throughout the day, promoting meaningful conversations and personalised engagement based on individuals’ life histories.
 

The service 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 were responsive to people’s needs. People told us staff were very good and they were not kept waiting when they needed support. The registered manager observed staff practice and audited call response times to ensure people’s needs were being met promptly. The registered manager told us there were no formal concerns or complaints either by people using the service or those acting on their behalf, the local authority or others since the service became operational. This concurred with information held by the Care Quality Commission.
A relative told us, “My loved one receives their medication, and they have a GP who visits the home. My loved one had a chest infection and the staff were aware, they called for the GP informed me and [relative], was prescribed antibiotics and recovered well.”
 

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt they were part of a good team and that there were enough staff working each shift. Staff were supported with regular breaks and rest periods. They told us they felt supported by the registered manager and provider. There were regular staff meetings and supervisions to discuss any issues and the running of the service. The registered manager said they believed that if staff were happy, they could provide good care to people.
The registered manager had also recently introduced an ‘Employee of the Month’ initiative. This allowed staff, people using the service, and visitors to vote for the staff member they felt had demonstrated outstanding practice. The successful staff member received recognition through a photograph displayed on the notice board, along with a certificate, chocolates and a bouquet of flowers. This initiative helped to recognise staff contributions and promote staff morale. A staff member told us, “I enjoy working here, the manager listens and I can go to them with any issues I have. It is a good place to work and I enjoy coming every day. I feel supported and valued.”