The Emilie Galloway Home of Rest

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.

A comfortable atmosphere was maintained throughout the home, which benefitted both staff and the people who lived there. Comments from people included, “Lovely place, all the people, lovely staff, couldn’t fault any of them” and “Everybody is really helpful, always there when you want and need them, helpful and considerate, night staff as well, it’s a blessing.”We saw that staff treated everyone with kindness and respect. There was a level of humour and relaxed banter which took place demonstrating people were very relaxed with each other. We heard staff talking with visiting entertainers and they were polite and welcoming.Daily care records were written in a respectful and informative way, referencing other healthcare professionals where needed.

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.

Care plans clearly documented people’s personal information and enabled staff to be aware of individual’s interests and culture. People had the opportunity to attend Christian services within the home provided by a visiting charity, PARCHE, who provide pastural care and support for people in care homes. Other cultures were celebrated recognising different foods and traditions. On our visit we saw that both Indian and Italian dishes were offered to people as well as other choices that always included a vegan option. Menus could be flexible to other preferences or beliefs that may limit a person’s choice of food. People could express themselves within their own rooms via the decoration and have their own belongings to reflect their personalities. A person told us, “I have my own furniture from home.” Resident meetings gave an opportunity for people to discuss their wishes within the home and make requests or comments about their daily routine.

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 promoted to be as independent as possible in their daily lives. If requiring any assistance from staff they were encouraged to interact and do the things they were able to safely manage, for example with washing, minimal help or prompting could be required rather than full care. Some people did not need assistance with daily care and were able to manage on their own, with regular checks from staff to ensure they were coping. There was choice of rooms to spend their time, and many chose the lounge area, whilst some remained in their rooms happy with their own company. Staff respected people’s decisions and made sure they were aware of people’s preferences. Activity planners were displayed so residents could easily see what was due to be happening in the home. Staff demonstrated they knew people well in how they interacted with them. People who wanted to exercise their public duties were supported to do so, for example voting in local elections and exercising their right to voice their opinion and be counted within the community. The home supported people to maintain relationships with those that were important to them and were welcoming to a variety of visitors.

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.

Staff knew people well and could quickly recognise if someone was unwell or feeling distressed. We observed the registered manager immediately responding to a noise in a nearby room where someone was found to have fallen. Care staff offered support and reassurance, and the person was settled and made comfortable after checks for any injuries. People had call bells they could wear so were able to always alert staff if needing support. The registered manager told us they checked call bell response times but had not evidenced this. They planned to implement documenting regular checks for future reference. People confirmed that they were always supported, including during the night, with comments being made such as, “Night staff give me a shower when I want” and “at night if you want tea or a biscuit they get it for you.”

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

The registered manager promoted and prioritised the delivery of person-centred care and enabled the care team to work to their full potential achieving the desired level of support. Staff had access to a senior staff office and a general staff room which they used for regular breaks and rest periods. Staff had been supported with flexible working when family commitments had been temporarily changed, and staff told us they felt supported by the registered manager and the Trustees. Staff spoken with confirmed that if the registered manager was on leave the Trustees did regular checks and were a visible and supportive presence in the home. Staff told us, “We had enough staff, but the needs of residents increased so the Trustees agreed more staff.” A staff member told us, “They always appreciate us…not a stressful place to work…I have time to think and plan.” Staff felt relaxed working there and one staff told us, “It is a home but like a family home.” In addition to usual supervisions and staff meetings the registered manager operated additional personal meetings for staff, ensuring mental health and wellbeing were considered and individuals were supported if they were finding anything particularly challenging. For example, when people had passed away the registered manager made sure staff had time to process and adjust to the loss, recognising it as a bereavement for the home as well as the family.