Watermead Rose 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 provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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.

People and relatives made many positive comments about the caring nature of the staff. A relative said, “It’s excellent care. They’re [the staff] very caring, very kind, and look after all [person’s] needs.” Another relative told us how a person was distressed so staff read to them in their room. They commented, “They care for [person] so well.”

Relatives said staff were caring towards them as well as their family. A relative told us, “Staff don’t just look after the residents, they look after the family as well.” They said this was positive because they sometimes needed reassurance too. Another relative said, “The staff speak to us nicely and are respectful of us.”

All the staff we met were professional, kind, and caring. A person’s face lit up when a staff member called out ‘Hello’ as they passed the person’s bedroom. The staff member asked if the person wanted anything then brought them the snack they requested. The person was visibly more cheerful after this interaction. Their relative said “They’re [the staff] like this all the time in here, it’s not just because the CQC are in.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met their needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

During lunchtime we saw many examples of staff treating people as individuals. The music playing was chosen by one of the people using the service. There were plenty of staff in attendance ensuring that people had the support they needed. British and Asian meals were served to meet people’s preferences.

A relative said they asked if their family member could have soup instead of a meal. Staff asked what sort of soup the person liked and then made it especially for them.

The service had two kitchens, one for general food preparation, and another for Asian vegetarian meals. This enabled staff to meet people’s diverse dietary requirements. The catering team included staff who prepared and cooked authentic Asian meals on site. Menus were available in a pictorial version, and in English and Gujarati. People were also shown plated meals to assist them in choosing what they wanted to eat.

The activities coordinator told us how they tailored activities to meet people’s individual needs. They spoke to people at residents’ meetings and individually to find out what people wanted to do. If a person was unable to share their views, the activity coordinator talked to their family members and looked at their life history for ideas of what activities the person might like. The activities coordinator said they made sure no-one was left out, visiting people in their bedrooms if that was where they spent their time.

Examples of individual activities included poetry sessions, watching Bollywood films, using tactile objects to engage the senses, and garden walks. A group activity took place in one of the lounges when children from a local nursery handed out musical instruments to people and sang. People were smiling and enjoying this activity.

Staff treated people as individuals and considered any protected equality characteristics they might have. Staff were trained in equality and diversity and posters around the premises displayed the protected characteristics as defined by the Equality Act 2010. This helped to ensure staff and people understood what discrimination was and the importance the provider placed on tackling it.

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

Staff encouraged people to maintain and increase their independence. A person told us, “I can go out when I want to in my buggy and my [relative] can visit anytime.” A relative said, “They’re encouraging [person] to do things for themselves.”

Staff enabled people to make decisions about their care and support. A staff member told us, “We give people choice. If I attend to a resident and help them wash, I’ll show them different options of clothing and what is on the menu for the say.”

Staff maintained people’s privacy and dignity. A relative said, “They’re good for keeping [person’s] privacy and they think about their dignity.” A staff member told us, “We ensure the person maintains dignity during personal care. We close the door and cover the body. We ask them first [before providing care] if they are comfortable and safe.”

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 saw examples of staff responding promptly to people’s needs. A person was uncomfortable, and a nurse immediately assessed their situation and spoke with them to find out what was wrong. They supported the person to be repositioned and ensured they were comfortable.

Another person was coughing and staff quickly recognised they needed support. They told us the person had seen a GP who found no signs of infection. Consequently, they were monitoring the person with a view to referring them to a speech and language therapist if their cough persisted.

These examples showed people’s needs, views, wishes and comfort were a priority and staff quickly anticipated these to avoid any preventable discomfort, concern or distress.

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

All the staff we spoke with were happy working at the service. A staff member, “The staff co-operate. The manager listens to everyone. It’s fair.” Another staff member told us, “[Everyone] is supportive; my colleagues, the administrator and the manager are all supportive.”

The provider’s whistleblowing policy instructed staff on the various ways they could share their views on the service. The provider’s freedom to speak up guardian supported staff to speak up if they felt they needed this.

Staff accessed personalised support via regular supervision sessions with managers and leaders. A staff member told us, “Every 3 months we have a sit-down meeting to discuss our leaning and performance needs.” Staff meetings gave staff another opportunity to have their say about the service.

The provider had a staff recognition and reward policy. Staff could nominate a colleague as employee of the month for their contribution to the service. Staff chosen received a payment and certificate. This promoted a culture where staff felt valued for the work they did and were recognised and rewarded for their contribution.