Hurstway 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this inspection 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, empathy and compassion by staff who respected their privacy and dignity. Staff were treated with kindness and respect. Everyone we spoke with told us they were treated with respect by a kind and caring staff team. One person said, “The bottom line is that I need care, this is where I am in my life. The staff are so lovely, they treat you like a person, even when they are busy.” Staff spoke about people with kindness and with positive regard. One staff member said, “It’s a nice warm feeling here, not like other places I have been.”

People were treated as individuals and support and treatment met their specific needs and preferences. Support plans took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People had individual assessments based on their own individual needs and likes. These included things which mattered to the person including religion, sexuality, disability and relationships. Staff knew those they supported well. One staff member said, “We know [person’s name] is devoted with their beliefs. We support them all the way with this and it helps that they can tell us what is so important to them. It helped me understand more about this as I only had limited understanding before, and they have educated me.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were encouraged to remain independent. One person said, “I do what I need myself but the staff are there as a sort of safety blanket when I need help.” People’s care and support plan indicated to staff what they could do for themselves and what they needed assistance with. One person described how the management team helped them to maintain relationships with those close to them. They said the staff supported them on visits and encouraged visits to their home so they did not feel isolated or left out.

The service 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. On the first day of the inspection site visit it was noted the mealtime experience was overstimulating for people. For instance, in one dining area the television was on as well as the radio and the nurse call system was particularly loud owing to a fault. One relative said, “That music mash drives me crazy and gives me a headache, that’s why we sit a bit away from it if we can.” Staff were having to talk extra loud with people to try and engage them. We raised this concern with the management team, and they made changes. We noted on day two the mealtime experience was much more relaxed and engaging demonstrating the provider was able to respond to people’s immediate needs. We saw other instances where people were responded to promptly and in a caring and engaging way to help ease any upset and anxiety.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. All the staff members we spoke with told us they felt supported by the provider and were encouraged to raise any concerns or issues in a timely way. Staff members felt the providers policies and procedures supported their individual wellbeing.