Anna S Proctor House 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.

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 and relatives spoke positively about staff, describing them as caring and kind. One person said, “They are kind the staff, it is good here.” A relative told us, “The care side is brilliant, so caring.”

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. One person told us how staff had helped them to customise their room and decorate it in the style they liked. A relative said, “[Named person] can do what she wants at the home.”

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 encouraged to live as full and free a life as possible, with staff discussing their goals with them and helping them to achieve these. This included supporting people to progress into services where they could live more independently.

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. During our visit we saw staff responding quickly when people needed support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff spoke positively about working at the service and the support they received from the provider and registered manager. One member of staff told us, “[Registered manager] is a wonderful, supportive and accommodatingmanager for both myself (and) everyone in the team.”