Northway House

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 were always kind and respectful. One person said, “Staff are very good, always kind to you.” Another person told us staff helped them with washing and dressing. They commented, “They are very respectful. We have a laugh, and it makes it more human.”

Staff welcomed other professionals to the home.

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People felt able to follow their own routines and staff respected people’s different lifestyle choices.

Care plans had been personalised to ensure staff had the information they needed to provide care in accordance with people’s likes and dislikes.

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

People told us they were able to make choices about their day to day lives. One person said, “You can get up when you want, go to bed when you’re tired and have visitors at any time. Nothing is a problem.”

Activities were organised to make sure people who were unable to occupy themselves, or preferred to join in with others, had social stimulation. People told us they enjoyed the activities. However, we noted that as most activities were carried out in the main lounge, people had limited choice about being involved. We discussed this with the manager who told us they were creating a second lounge area for people who may like to spend time in a quieter communal area.

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 the inspection visits we saw staff responded to people promptly when they required support or reassurance. This led to a calm and relaxed atmosphere.

One person had a care plan giving staff information about how to respond when they became distressed. During the inspection visit we saw staff followed the care plan.

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

Staff felt well supported by the current manager. One member of staff said, “[Manager’s name] is really supportive, you can go to her any time.”

The new manager had introduced a staff member of the month award to recognise good practice. Staff meetings also included positive feedback which showed staff were valued and respected.