Claremont Parkway

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.

People told us staff treated them with kindness and respect. People’s comments included, “I'm treated fairly, respectfully and never discriminated in any way” and “They all have very different personalities, some are more chatty than others but they are all respectful.” People told us staff always knocked on the door before entering, however, we observed a staff member enter a person’s room without knocking. This was shared with the deputy manager and the staff member’s practice was addressed immediately. Relatives were complimentary about the staff. A relative said, “Everyone is very respectful and polite so far.” Staff knew people well and there was a focus on providing person-centred care which promoted people’s wellbeing and quality of life. A staff member told us, “I enjoy working here; nice staff team and residents are all different, interesting and have lived amazing lives. I would definitely have a member of my family here.”

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 told us they were treated as an individual and staff respected their wishes. We observed staff were patient, kind and communicated in a respectful way. A person told us “I get a list of activities every week there’s a lot going on, I do some of them.” Another person said, “They have activities during the week. There’s babies coming today, I love that.” We saw the joy people experienced from watching and playing with the toddlers. Relatives said, “Whatever [Person] needs they always react in a very positive” and “[Person] has established a friendship circle. [Person] enjoys the activities. There’s an amazing number of things going on.” Leaders and staff ensured people had person centred care. People’s care plans and risk assessments included their life experiences, preferences and how they wished to be cared for. Staff demonstrated they understood people’s needs, routines and preferences well. A staff member said, “It’s about what’s important to people, what they can do to make their lives enjoyable and have good experiences.”

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

People received person centred care that met their needs and focused on meeting their individual desired outcomes. Staff ensured people were supported to make their own choices and made decisions about their care. People told us they enjoyed the activities arranged within the care home and in the community. Planned activities included games such as dominoes, gardening, music and bible reading. There were external entertainers, intergenerational activity and celebrating special events organised. People were supported to maintain connections with family, friends and with social groups and communities, which promoted their independence and wellbeing. Relatives and friends visited without restrictions. A relative told us a sign was placed by the bed to remind their family member to charge their mobile phone, thus promoting control and independence.

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 needs were responded to in a timely way. A person said, “They often observed me not feeling well and dealt with it [provided care and medical support].” People’s care and communication needs and ability had been assessed and supported. Staff understood people’s individual needs and wishes, which was reflected in the delivery of care. Staff were aware people’s needs and understanding could change over time therefore regular reviews with the person ensured the care and support provided remained appropriate. Staff knew people well and responded appropriately. A person told us, “The staff are good, can’t complain, nothing is too much trouble.” Staff were alert to people’s needs and were responsive, for instance, when a person in the lounge stood up, the staff member reminded the person to use their walking frame which was next to their chair. Staff regularly checked on people who could not ask for help and recognised when people expressed discomfort, pain or distress, both verbal and non-verbal cues. Staff were responsive to call bells and when there were 2 or more people requesting support, this was done in a coordinated way.

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

Staff told us they enjoyed working at the care home and felt supported by the management. Comments included, “There is team spirit in the care home and everyone seem to feel a sense of belonging,” “There’s been changes in management and this had impacted on everyone. Some staff have gone and it's a nicer place to work" and “I love to work here, we have a very good team, who support each other and therefore, I don’t feel like leaving this place.” Provider and managers recognised the diversity of the staff team. There was a range of services and support available to staff, which included access to confidential support and advice, as well as bereavement support.