Boughton Manor 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 newly registered 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 85 (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 in how they respected people’s privacy and dignity.Staff treated colleagues from other organisations with kindness and respect.

We observed kind and caring interactions whilst staff were supporting people. Staff spoke about people in a dignified and respectful way. Staff always knocked before entering people's rooms and ensured doors were closed when delivering personal care.

All relatives we spoke with described how caring the staff were. Comments included, “I can’t speak highly enough of the place,” “The staff are genuinely interested and there is a nice atmosphere,” and “The staff are very caring and engage well with the residents.”

Relatives also all commented about the appearance and cleanliness of their loved ones when they visited, paying tribute to the laundry service which they regarded as an important part of personal comfort and dignity. Dignity was explored through management team quality audits and specific training on dignity and respect was mandatory for staff to complete.

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.

Staff understood the importance of recognising and supporting people’s differences. Staff said, “I strive to treat all residents fairly and equally, promoting their rights and dignity,” and “Everyone is treated with respect regardless of background. We follow person-centred care and adapt our approach for each individual.”

Relatives confirmed people were treated in an individualised way. For example, a relative told us, “I can’t fault the care for [Person]. They accommodate their moods and are very flexible in their care.”

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

Despite the complex needs of most of the people living at the home staff understood the importance choice and control played in people’s lives. Staff allowed people to complete as much of tasks as they could independently before offering assistance.Staff said, “We encourage residents to do what they can for themselves with support where needed,” and “We always give residents choices and offer each resident the chance to shine to the best of their ability.” Another said, “We also look at their reactions to things, even those who are non-verbal are able to communicate their preferences and choices through facial expressions, noises and body language.”

The home had an activities coordinator who was proactive in seeking ways to engage and stimulate people. Due to the complex and advanced conditions of the people living at the home this was limited, however we observed, and relatives confirmed, activities suitable for people living at the home were taking place. Relatives were also actively encouraged to engage with the home, for example a gardening club had been set up and the plentiful outdoor space had been creatively developed for all to enjoy. Although both the management and relatives alike acknowledged that the garden needed to be made more accessible, which there were plans in progress to do so.

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 could clearly explain how they noticed and responded to people’s needs, particularly people who may not be able to communicate their needs themselves. Staff explained, “I look out for signs like confusion, temperature changes, difficulty walking, or not eating. If I notice anything, I report it to the nurse or senior straight away and write it in the care notes.”

The registered manager completed a dementia audit on a regular basis, this included staff observations to ensure they were responding to people in an appropriate, timely and caring way.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

All staff fed back to us how supportive the management team was, they described the managers as very caring and the workplace being like “a home from home.”We heard about examples of how individual staff members had been supported with religious needs and any additional needs they may have.Staff said, “Any support I have asked for to enhance my skills in my role has been acknowledged and training put in place.”

The registered manager had introduced ‘wellbeing Wednesdays.’ Staff explained, “every Wednesday anyone can have a social chat with the manager to talk about anything from work to social things.”