Shangri-La Residential 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 inspection we rated this key question Good. At this inspection 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, “They [staff] look after my every need here”, “I’m really impressed with this place, it’s absolutely lovely” and “I soon got settled in [when I moved in] and found that its lovely here. I like my room it’s my own little world where I can sit with my photos around me and do what I like.”

People’s relatives were unanimous in their praise of how staff treated people. Comments included, “The staff are so lovely here, I don’t know how they do it; they are so calm”,

“They go above and beyond; they treat [relative] as though [they] were one of their own relatives” and “They are always kind, caring and friendly. They see to it that everyone is happy.”

Many staff we spoke with had worked at the service for several years. Comments from staff included, “I know we give good care here. We get good feedback from families and from health professionals. We really do aim to treat our residents like they are our own family.”

Staff knew how to maintain people’s privacy and dignity. One staff member said, “I would always close the door, and cover people with a towel.”

During the two days of the on-site inspection, the atmosphere at the service was friendly and welcoming. We saw and heard staff interacting with people in a meaningful way and heard lots of laughter and conversation between people, visitors, and staff.

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.

People told us they were encouraged to maintain their independence and could choose what to do. Comments included, “I have friends and family who take me out, in fact I was out all day last Saturday” and “There is another door in here that leads out to the conservatory and outside. When I first came in, I’d sit outside. In the summer we occasionally go out to the seafront in wheelchairs; it’s not too far. And if I want to go shopping and they [staff] are not too busy they take me down the road shopping.”

Another person said, “I’ve got all my photographs of the family in my room. The [house] cat is asleep over there; she often comes in here with me. I often stay in here because it can be noisy in the lounge, it just depends how I feel.” One person’s relative said, “[Name] likes to sit with the ladies that [name] knows, so the staff make sure that happens.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. One person said, “I wake up about 8 o’clock in the mornings. I suppose I could lay in, but I’ve never wanted to. I would ask though if I felt like it.” Another person said, “I can have a shower or a bath, although they [staff] have to help me. Mostly I have a shower because it’s easy to sit in the shower.”

We saw and heard staff asking people what they wanted to eat and if they wanted to eat in the dining room or elsewhere. One person said, “A member of staff comes in every morning to ask what I’d like to eat that day. They read out the menu to me. The chef is very good here, if you ask for something they haven’t got he will order it in,”

There was a range of activities available for people to take part in if they wished. This included armchair exercises, entertainers such as singers and magicians, and animal therapy. One person told us they liked to play their own musical instrument to people. One person’s relative said, “They do like the entertainment here. Over Christmas there was lots going on. There was a Christmas sing along with mince pies, and I got roped in to get up and dance.” Another person’s relative said, “I watched when a singer came in. The residents recognised the songs and joined in, some even tried to dance. There was a Christmas party and a pantomime in there; they make a real effort with activities.”

We saw that all staff members, not just care staff, but kitchen staff, the housekeeper and the maintenance man knew every person’s name and interacted with everyone throughout the inspection. When people came into communal areas, they were encouraged to sit where they wanted to.

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.

There were good links with other health professionals. One health professional told us, “I have no concerns, the staff are very good at getting in touch with us.”

We observed staff responding to people’s needs. For example, on one occasion we observed how staff reacted when one person became restless and anxious while in the lounge. Different members of staff would speak quietly and calmly with the person offering to escort them upstairs to their bedroom. On another occasion we saw one person stand up from their chair and wince. A staff member saw this and asked what the matter was asked if the person needed any pain relief.

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 said, “We have an open-door policy here, staff can come and speak to us any time. We support people with their health needs for example and will always try and make sure staff get to attend any appointments. We don’t have a rewards scheme as such, but we do reward staff who go above and beyond for example.” One staff member said, “I feel we are appreciated; we have a WhatsApp group. [Deputy manager] sent thank you messages to staff the other weekend.”