Orchard Place

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 provider 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. People, relatives and professional’s provided exceptional feedback about staff and leaders, and we observed several positive interactions in both group and 1-1 settings. A person told us, “This is the best place I’ve ever been, they really look after you, its first class here and I wouldn’t want to be anywhere else in the world”. Another person said, “Staff are wonderful, the care they provide is first class, absolutely fantastic, nothing is ever too much trouble”. Relatives shared the same positive comments, these included, “(relative) is so much better since moving to Orchard Place, their skin has been revitalised, and they love the staff there. It’s a wonderful home, very open and welcoming, I cannot praise the staff enough for how they have nurtured our relative”. Staff and leaders shared the same passion about working at the service, and we observed them showing kindness, humour and dignity when supporting people. One staff member told us, “We work well as a team, there is really good teamwork, our residents are happy, and they enjoy living at Orchard Place”.

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. There was a strong emphasis on providing individualised care and support, and this was clearly demonstrated in people’s care plans. People gave us examples of how they were treated as individuals, one person told us they like to have a piece of fruit and a cup of tea before they receive support with their personal care and how staff accommodate this. Staff were able to give us examples of people’s individual preferences and how these were accommodated. One staff member told us how a person likes to be supported in a certain way with their personal care, and how sometimes this needs to be encouraged and delivered in a specific way.

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 supported to maintain and promote their independence. One person had been supported to purchase additional mobility equipment which had enabled them to access the local community independently. Another person was supported in a specific way to receive internal and external health care support which led to them regaining their independence and requiring less support. People told us they were involved in activities and were engaged in changes to the service; this was also evident from people’s care plans. People were involved other opportunities and activities which were located in the same building and some people attended these independently or with their friends and family.

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 told us staff were very responsive when they needed assistance. One person told us, “They always come when I call the bell, I know I can get help if I need it. I recently needed help with personal care in the middle of the night, I called my bell, and staff came and assisted me straight away”. Relatives told us they were happy with how staff responded to people’s needs and described them as kind and caring. Our observations supported this, we saw staff regularly checking on people who spent time in their rooms.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff we spoke with told us they felt supported by leaders, the registered and deputy manager. One staff member told us, “I can always talk with (registered manager), communication between managers and the team is really good”. One staff member had been supported by the registered manager to use adapted technology to ensure they had the necessary equipment to complete their role. Staff spoke fondly of their colleagues and their how they worked together as a team, some staff had worked together for many years. Staff were rewarded for their achievements from the provider as a way of recognising their work and commitments to Orchard Place. The service had recently held a long serving award ceremony to celebrate staff who had worked at the service for a certain period of time. The provider had processes in place to support development of staff, these included staff meetings, supervisions and training courses to develop staff’s clinical knowledge.