Selly Park

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 they were supported by staff who treated them with dignity, respect and compassion. Throughout the assessment, we observed numerous positive interactions between staff and people using the service. For example, during lunchtime we observed a member of staff support a person to eat their meal. This was done in a kind and caring manner, maintaining eye contact with the person, telling them about the food they were about to give to them and checking with them that it was ok. The member of staff continued talking about day-to-day current affairs, like a normal conversation and it was clear they knew the person very well. The person responded positively to this interaction.

One person told us, “I am definitely respected [by staff]” and others commented, “I think we’re treated very well [by staff]” and “They [staff] do care. The ones who look after me are very 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.

We observed a number of interactions between staff and service users which demonstrated staff’s knowledge of people’s individual needs and preferences. People’s care records held information regarding people’s lives and their personal preferences, and they were supported by a group of staff who knew them well.

People were supported by staff who were aware of their cultural and religious beliefs and what was important to them. This information had been gathered and included in people’s care records to ensure staff understood people’s individual needs and how to support them appropriately.

A relative told us, “I can see [activities co-ordinator] engages with [person’s name] – their face always lights up when they see them. I’ve worked in care before and it is a nice feeling – staff are very knowledgeable and very pleasant.”

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 supported to maintain contact with their loved ones and friends. One person told us, “My folks can come and see me regularly – my son and daughter come every day.” Relatives told us they felt welcomed into the home and appreciated the opportunity to attend monthly relatives’ meetings. They were also kept informed of events through a regular newsletter.

Care records were personalised and demonstrated that people had been involved in them.

There was an activity co-ordinator in post who knew people well. People were consulted about the activities they wished to take part in. A monthly activity plan was on display and sent out with the monthly newsletter.

People’s preferences about how they spent their day were respected. During our inspection, we observed that some people chose to spend time in their own rooms. They told us staff regularly encouraged them to access communal areas and participate in activities but respected their right to make their own choices. One person described how they enjoyed spending part of their day in the garden, reflecting a person-centred approach to supporting individual preferences and wellbeing.

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 received timely support from staff who were attentive to their needs. Throughout the assessment, we observed staff interacting with people in a friendly, respectful and person-centred manner. People told us their call bells were responded to in a timely manner and we observed this during the inspection.

We saw staff, including the registered manager, continually checking in with people and asking how they were, if there was anything else they needed or if there was something they were not happy with that they could resolve. When staff supported people with moving and handling, we observed they explained to the person what was about to happen, through each step of the transfer. We saw staff check with people as they supported them to ensure they were supporting them safely, effectively and in line with their wishes.

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 recognised the importance of promoting a positive and supportive work environment which allowed staff to develop their skills and acknowledge their achievements.

Staff told us they felt fully supported by the registered manager and were complimentary of the changes introduced into the service which they felt had improved both service delivery and their working day.

Staff told us the registered manager had kept them informed of their plans, for example with the introduction of the use of an electronic care planning system, and had ensured they were provided with the necessary training and support when this was rolled out. An employee of the month award had been introduced and was welcomed by staff, who told us this made them feel ‘valued’ and ‘supported’.