Orchid 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 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. We observed people being treated with respect, dignity and compassion. People and relatives told us staff were kind and caring. A person said, “I can express my opinion and what we don't like. I get on with all the staff and other residents. It's a good place to live. I don't think there is anything they could do better. I wouldn't change anything. I can talk to the staff. They are kind and friendly. We chat and they understand me. If I could score it out of 10, 10 being good I would give it 100.” People were supported to maintain their dignity. For example, 1 person was provided with a specialised mobile phone, to enable them to independently and privately use this to keep in touch with their loved ones.

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 were supported by staff who knew them well and treat them as individuals. 1 person was supported to attend a social club, which specialised in supporting people to increase their independent living skills. This had increased their road safety skills. Some people were supported to go on holidays abroad, of their choosing. A staff member said, “We discuss different options about what people would like to do. Some people like to cook with staff, and people help with their laundry. It is nice here, the people and staff are lovely.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were involved in weekly meetings, where they formulated their activities and meal plans for the week ahead. People could choose to change their choices on a day-to-day basis, and we observed people choosing when to get up and what they would like to do. 1 person told us they had chosen a tattoo and staff supported them to do this, and they were looking at designs for future tattoos they wished to have.

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 people having their needs met in a timely manner. People were supported with tasks as and when it suited them. And people were supported to attend activities of their choice. People and relatives told us staff met their needs. Staff completed daily logs of people's care, to ensure people had a continuity of care and their health and well-being was monitored. A relative said, “One of the staff is really good and does a lot with [name]. They understand [name’s] needs and goes above and beyond. [Name] seems happy. It is a happy home.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt supported in their roles, they told us they received enough training and could continue their professional development if they wished to do so. Staff also told us the management team were always available and supportive. 'Freshen up' bags were available to staff which contained personal care products. A staff member said, “It is like a second family. The managers are good; you can talk to them about anything and they sit and listen to you.”