Frinton House

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 changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Throughout our assessment, we observed consistent, high-quality interactions between staff and the people they were supporting. Staff did not sit passively by while people were engaged in activities or other distractions to help calm them and reduce anxieties. Staff were seen constantly engaging with people, talking to them kindly and making sure they could access any sensory tools or other items that they needed. This was done supportively and not intrusively, if people appeared to want space and time alone then this was safely facilitated. One person who was experiencing an anxious period felt most comfortable sitting / lying in a certain position and in a certain place. This was not the most convenient place for staff to manage but they displayed patience, understanding and empathy, one getting themselves into a similar position next to the person which was seen to comfort them and to normalise their current presentation. Due to the support provided, by several staff, the person’s period of anxiety was short lived. People and their loved ones all told us of the exceptionally high level of care and support provided from all staff. Without exception, all staff were praised for the way they worked and created an atmosphere at the home which made it feel like everybody’s home. A place where people were seen to be happy, laugh, engage with their peers and live their best lives. A person told us, “It’s lovely here, best place I’ve ever been.” Comments from relatives included, “I’m happy because I know (person) is happy,” “They are all well looked after there” and “I visit a lot. I’ve seen some tantrums and the way staff manage them. They stay calm and know exactly what to do.” A professional involved with the home added, “I have observed the team responding to residents with kindness, dignity, and genuine interest in their wellbeing.”

The registered manager 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 registered manager took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People developed their own routines based upon choices they had made and these were respected and celebrated. Everyone was treated as an individual with their wishes and ambitions being championed and realised on a daily basis. People that had lived at the home for several years had established weekly routines and although these were important to them, they were not so rigid as to remove choice. If a person indicated they wanted to do something outside of their usual calendar, then this was safely supported. Some people that had not lived at the home for long were still developing their own daily routines with the support of staff. A person who returned from college who was still settling into the home, took some time before deciding on where they wanted to go and relax after college. They moved around the home and were seen to be becoming slightly anxious as the home environment was still new to them. Staff supported them to move around and find a place to relax. This took several minutes but the patience and understanding of the staff, aware that the person was getting used to new surroundings, prevented the person’s anxiety from raising and in fact, reduced their anxious feelings. Within the home people of different ages, cultural backgrounds and people with very different interests, lived side by side, supported by staff to enjoy each other’s company and get along well. Each person was treated individually by staff and their peers to make daily choices for example with food and food preparation. A Chinese feast had been prepared on one of the days of our visit and this was being enjoyed by everyone at the home. Everyone’s confidence levels had increased since living at the home and some had progressed to a level where they were actively seeking additional responsibilities. For example, 2 people had been supported to be health and safety wardens at the home. When we arrived each day, we were met by a person who directed us to the signing in register and told us where the fire exists were. People had been chosen for these rolls because of their induvial wishes and current levels of engagement and ability. A person told us, “(The registered manager) has been amazing with the support they have given me.” A relative added, “(The registered manager) is very clever. Every person is looked after differently, treated according to their needs. That’s why it’s such a happy place to live.”

The registered manager was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Supporting people to be independent and to achieve lifetime ambitions went beyond the daily routines of choosing and making their own food, choosing and then wearing their choice of clothes each day and choosing where to spend their time. There were recognised times when some people attended college or other activities however there were no restrictions, within the limitations of personal safety and comfort, to people being able to go out from the home, with support, for a walk or visit to local shops or the seafront. Staff never said ‘no’, they explained, gave options and facilitated people’s choices and helped them to fulfil these in nearly every instance. Care plans described and prioritised what people could do for themselves and only then went on to describe where any support were needed. People expressed wishes to go on holiday. Most had been on a residential trip away to the New Forest one summer. Another, smaller group, had been supported to obtain their own passports and had spent a holiday in Disneyland, Paris. People showed us their photographs and told us about their holiday telling us they never thought it would have been possible. A relative told us, “They keep her independent. She is doing things she was not doing before. She has a busier life than me.” Another added, “It was their goal in life to have a passport, a sense of freedom and independence they never had before. They got one 2 years again and now has been to Paris.” People’s legal rights and entitlements were discussed and explained where appropriate. People were in control of their legal rights and independence. People’s capacity to make informed decisionswas respected. For several reasons, some people had refused, non-emergency, hospital admissions for routine surgery or procedures. These decisions were usually based around past experiences and the registered manager and partner agencies worked together to find alternative options for people that were less invasive, as effective and importantly, respecting the views of the person and the choices they were making.

The registered manager 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. Everyone was supported nd were able to make their immediate needs clear to staff. Staff knew the people they supported well and could detect changes in behaviours and presentation including from people less able to verbally communicate. They knew if people were feeling unwell, anxious or unhappy and were able to provide the right support to people to improve their wellbeing. Most people were able to mobilise around the home and they did this as they pleased. They happily engaged in tasks and activities for example, preparing dinner, individual and group exercise sessions and were able to dip in and out of different areas to maintain their interest. Except for uninvited visits to other people’s rooms, there were no restrictions on people’s movements around the home and garden area. If people needed distractions or different sensory activities, they were able to access these for themselves. Staff were observed as always present but in no way intrusive or restrictive. Staff helped people to achieve their immediate targets and goals. A relative said, “They meet their needs quickly, they are supported well.”

The registered manager cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager knew their team well and promoted a positive atmosphere at the home among the staff. Staff told us they could approach the registered manager or deputy at any time with any concern and that their work life balance worked well and was supported by the managers. Comments form staff included, “Managers support us, excellent staff morale, the best place I have ever worked. They are caring out of work as well, very supportive” and “People (staff) are looked after here.” The registered manager was the wellbeing coach for the home and supporting staff and creating an environment where staff enjoyed and wanted to come to work was important. They also encouraged staff who had aspirations for development by encouraging staff to engage in courses that would benefit them and give them additional skills and knowledge when supporting people. The happiness of the staff was clear to see and this was further reflected in the way they supported and engaged with people, always patient, kind and understanding.