Gilling Reane Care 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 of this key question, 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.

People were treated with kindness and compassion. People told us staff were always polite and very respectful, and that they felt listened to. Feedback from relatives was very positive about how staff treated people. The culture in the home was seen to be genuinely caring. One person told us, “I am spoken to with kindness and treated well by the staff” Another person said, “The staff here are just like my friends and family. They really care about me.” A relative told us, “The staff here are fantastic. They are so caring towards the residents.” A visiting healthcare professional told us they and their team were treated with respect and had no concerns about the home.

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 treated people as individuals. The provider supported several people living in the home for them to accommodate their pets. People told us this was very important to them. One relative told us how staff had taken time to arrange a book club for people and supported them to engage with a person living in the home who had written the books. One person told us, “I am listened to by staff, and I can make any suggestions which are taken on board.”

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

Visitors to the home told us they were made to feel welcome. A relative said, “I am so well cared for when I visit.” Meaningful and varied activities were available to people every day. People told us different people come to the home from the local community such as singers, local schools and local groups who provide entertainment. Where people were cared for in their rooms they were also included, if they wished to be, in suitable adapted activities. One person told us, “I am asked if I want to join the others, but I prefer my own company.” Another person said, “We have quiz nights and exercise classes. We don’t have to join in in with activities and the choice is ours.”

Independence was actively promoted and staff supported people in making choices. One person told us, “I am given help with anything I can’t manage myself. The staff help me make good choices.”

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.

People’s urgent needs were appropriately recognised and dealt with. Where people could not communicate well, staff demonstrated they knew them well. Call bell response times were monitored to ensure people were not left waiting. A relative told us, “The staff are always available. My relative is never left to struggle.” Another relative said, “I can’t tell you how anxious I was when we first decided to bring my relative to the home. Almost immediately I felt reassured they would be safe and well care for. I was greeted with a hug from the manager and given time to settle myself and told to call any time day or night.”

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

Feedback from staff was very positive. Staff told us they felt very supported. They thought there were sufficient staff on duty and commented about improvements in the home since the new manager was appointed. Staff were given regular opportunities to raise any concerns.

Several staff had been appointed from overseas. The provider fully supported these staff via a wellbeing settlement programme. A member staff told us, “I am fairly treated, listened to and feel involved in my development. I’m glad to be working here. I am treated equally, and the home has done a lot for my wellbeing, and I am very grateful.”