Upton Grange Residential 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During our assessment, we observed a number of warm and compassionate interactions between staff and people using the service. One staff member provided comfort by holding a person’s hand, while another staff member ate their lunch in the dining room alongside people, engaging with them in conversation throughout the mealtime. Staff were inclusive in their approach, clearly explaining the care being delivered and supporting people at a pace that suited them, without rushing.

People told us they felt staff were kind and treated them with respect. One person said, "Staff are nice, they are brilliant, they look after you." Relatives we spoke with consistently described staff as polite, sensitive, kind and caring. One relative commented, "The staff are actually caring, and they want to be there to do their jobs."

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.

People’s individuality was evident within their living spaces. Bedrooms were personalised and decorated in line with each person’s preferences. Special occasions, including birthdays, were acknowledged and celebrated, and people who wished to practise their religion were supported to attend preferred place of worship. People's individual needs and preferences were reflected in their care plans. Relatives told us staff understood what was important to their loved ones. One relative explained that their family member preferred to go to bed early, and as a result, staff arranged for their evening meal to be served earlier to accommodate this.

The provider 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 their own choices and encouraged independence whenever possible. One staff member told us, "I try and let the residents do as much as they can. Washing and dressing themselves instead of me doing it for them."

There was a weekly programme of activities which included arts, quizzes, singers and games. During our assessment, we noted that some people had recently had their nails painted, and one person took responsibility for leading the weekly domino club. Relatives confirmed their family members took part in regular activities. One relative told us, "[Name] has done all sorts of hands-on activities – cake making and flower arranging." Surveys were used to gather people’s preferences for activities to further tailor activities to each person's preference, and the provider was actively fundraising for a minibus to broaden opportunities for community‑based outings.

People were offered a choice at mealtimes. One person told us, "At meal times I get a choice, I don’t have to eat from the menu. I didn't want breakfast so they brought up cheese on toast."

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 a positive example of responsive care; one staff member quickly and calmly intervened when a person started showing signs of distress. Their timely and skilled response de-escalated the situation effectively, helping the person return to a calm state within moments. People had access to call bells and staff responded swiftly. One person told us, "I once pressed the buzzer and they came quick in less than a minute."

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

Systems were in place to promote and support staff wellbeing. For example, application forms included questions relating to staff health, wellbeing and any reasonable adjustments required. Staff told us they felt supported in their roles and were able to take adequate breaks. One staff member said, "The managers praise us when they notice something positive, which is nice. The workload is manageable and the manager comes out and helps on the floor, we have a good team."