Greenways 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 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 70 (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.

Feedback from people indicated staff were kind, caring and thoughtful when providing their care and support. One person told us, “They can’t make my day any better, I am as happy as I can be.” Other comments included: “The staff are very pleasant”, “They (staff) give me peace of mind being here and that means a lot” and “The staff are always very nice to me.”

People told us staff demonstrated respect for their privacy by recognising their bedrooms were their personal space and knocking before entering. One person told us, “They always knock, I can’t speak highly enough of them.” Another person confirmed, “They always knock and give me a shout before coming in.”

During our inspection we saw interactions between staff and people were unrushed and respectful. Staff engaged with people as they walked through communal areas and took time to listen to their responses. One staff member told us, “I just want them to be okay and have a good life here. When I am here, I just want to make sure I am making their day a bit brighter."

A visiting healthcare professional described the home as special and told us, “Because it is small, they know people really well.”

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 staff understood their individual preferences and routines. One person told us, “They treat you as a person and not just a number.” Another person said, “They come in around 8.00am to help me get up and dressed but you don’t have to get up if you don’t want to.”

Staff appeared to know people well. Staff greeted people by name and were able to tell us about how they liked to spend their day. We were told of 1 person, who staff recognised was throwing their toast outside every morning to feed a squirrel. Staff routinely gave the person 2 pieces of toast each morning so they could, “Eat 1 and give 1.”

Staff took time to understand each person’s unique needs which helped people feel valued and enhanced their wellbeing. One staff member told us how they enjoyed talking to people about their lives and commented, “They are a person who needs to feel valued.” This staff member went on to explain the importance of meeting people’s personal preferences for how they received their care. They told us, “If you give them something they don't like, they might feel worried for the rest of the day. I think you have always got to be aware that some days something might not have gone well for them and they need that reassurance that we will put it right and look after them."

People were encouraged to decorate their bedrooms to reflect their interests and what was important to them. This included small items of furniture and pictures, ornaments and photographs. One relative explained how having their own furniture in their bedroom helped their family member settle into the home.

The provider promoted people’s independence, but people were not always given opportunities to exercise choice and control to support their social wellbeing.

We received mixed feedback from people about their opportunities for meaningful engagement in activities that promoted independence, choice and control. One person told us, “There are activities sometimes, not very many.” Another person said, “They do activities sometimes, but they are busy doing paperwork a lot.” A third person commented, “The activities help improve my life, it keeps your brain ticking over. The activities here are adequate.” A visiting health professional told us, “The only thing that I would say is there isn't a lot of engagement for people.” This reflected what we observed during the inspection.

However, 2 people did specifically mention they enjoyed opportunities to go on trips into the local community. One person said, “They take me in my wheelchair for a walk around the village.”

An information board displayed the weekly activity schedule that included games, colouring, gardening and arts and crafts. Domestic staff supported care staff by preparing activity materials. During our inspection a cup and ball game took place in the lounge and staff took photographs to share with people’s relatives, so they felt included and informed.

People were supported to make their own choices and to have control in other areas of their daily lives. Staff encouraged people to spend their time as they wished, including choosing when to get up, when to go to bed and what clothes they wanted to wear. One person told us, “I am not restricted at all, I can do what I like.” Another person commented, “I don’t feel restricted; the choice is yours if you want to do anything. I go to bed whenever I want.”

People told us staff were respectful of their independence. Comments included: “I get myself dressed, they would help if I needed it” and “I get up and dress myself, I don’t need attention.”

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.

People had a mix of call bells and sensor mats to request assistance if required. People told us staff were generally responsive when they asked for support. One person told us, “I have a bell by my bed which I use sometimes. It varies when they come, but the minute I stand on my mat, they (staff) are there.” Another person commented, “I had to use my call bell this morning; they came in a couple of minutes.”

Staff were seen answering bells and responding to people when they were needed. However, at times, if 2 care staff were assisting a person with personal care, it left the senior to answer the phone, communicate with visitors or relatives and respond to people’s immediate needs. The senior told us the registered manager was usually on shift and supported when necessary.

Staff were observed offering a continuous presence in the lounge so they could respond quickly if people were uncomfortable or indicated any distress. Staff communicated effectively to ensure 1 staff member remained in the lounge, whilst others were busy responding to those in their bedroom.

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

Staff told us they felt supported by the registered manager and the provider who were both very approachable and supported them on a day-to-day basis. One staff member told us, “I feel I can go to [registered manager] about anything I am concerned about.”

Staff were encouraged to provide feedback to improve working conditions and staff achievements were recognised to maintain motivation. The provider made staff feel valued by treating the team to occasional days or evenings out, most recently a Christmas show.

The provider offered mental health/counselling support and career progression opportunities to retain skilled staff.