Little Sisters of the Poor - St Peters Residence

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 and relatives consistently told us staff were caring, gentle and considerate, and staff interactions observed during the visit were warm and respectful. Positive comments included, “Put it this way, I wouldn’t want to leave here as they are so kind. I’ve been blessed moving here.” and “The team always give my [family member] the utmost care and dignity. They go out of their way to make them happy.”

Weobservedstaff being kind and compassionate during our visits. People were offered choices and seemed happy with the care provided. Staff told us how they upheld people’s dignity when providing care. One member of staff said, “We treat everyone with respect, explain what we are doing, and listen to their worries.”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds. Staff spoke with pride about knowing people well and supporting what mattered to them. Comments included, “We have some residents who love to join in whatever activities are going on whilst others prefer to read or go for a walk in the garden” and “We change how we help each resident, depending on what they need or want.”

Care records included information about people’s life histories, personal preferences and information about their religious and cultural needs. People told us staff got to know them and treated them as individuals. One person told us, “Yes, I think the staff do know me. They don’t push you to do anything.”

Staff and volunteers supported access to the local community and people told us staff supported them to maintain their interests and social connections, helping them to feel included and valued.

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

People told us they were encouraged to make everyday choices about their care, routines, food and activities. People were positive about the food, telling us it was enjoyable and that alternatives were offered if menu options were not to their liking. One person said, “The food is good and there’s always a choice if you don’t like what is on the menu.”

Staff supported people to remain as independent as possible, including encouraging mobility, and allowing people time to do things for themselves. Comments included, “I do have a mobility scooter which gives me a bit more independence. I go out to the garden most days to get fresh air” and “They are there if you need them. I feel that there is a balance between independence and support.” Input from external health and social care professionals such as physiotherapists also supported independence and autonomy.

Staff knew people well and sensitively responded to people’s immediate needs in the moment and acted to minimise any discomfort, concern or distress. People told us staff responded in good time whenever they needed anything. Comments included, “If I use the call-bell they do come quickly” and “They’d be here in minutes if there was a problem.”

During the assessment we saw staff responding promptly, sensitively and at the right physical level. There were risk assessments in place for people who were at risk of distress or anxiety. Records showed staff were responsive when people were upset or distressed and they took action to help reduce this.

Staff told us they knew people well and were able to help people in distress Comments included, “We always try to calm residents if they are confused or upset. Trust is important.”

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

There were a range of formal and informal resources available to enhance staff wellbeing. Staff had access to an anonymous employee assistance programme, free meals, reflective supervision, and flexible support around personal and family commitments. Staff consistently told us they felt supported and valued. Comments included, “Managers are easy to talk to and listen to our feedback” and “I like my manager. She is very supportive”

The provider also created a culture where staff successes were celebrated through award schemes and public praise. The provider carried out staff surveys which enabled staff to share their experiences of working for the provider anonymously.