Strafford 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,dignityand respect.

At our last assessment we rated this key question good. At thisassessmentthe rating hasremainedas good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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.

Staff spoke with kindness, knowledge and compassion about people. One person said, “There has been a massive change since the new staff are here and it’s much better and there’s a lot more banter. "Staff spoke about the people they supported and cared for demonstrating they knew their likes, background and interests.

We observed positive and caring interactions between all staff towards people, visitors and colleagues. Staff supported people with personal care, responded to requests whilst promoting dignity and ensured people were comfortable, content and meaningfully engaged.

People were treated as individuals, and the provider 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’s care plans detailed important information about their history, routines and preferences, including about any protected characteristics. This information supported staff to provide individual and personalised care. People’s rooms were decorated and furnished to reflect their own tastes and interests. People’s personal, cultural, social and religious beliefs were documented in their care plans. 

People’s independence was promoted, and they were supported to have choice and control over their care, treatment, and daily lives.

People were supported to make choices about all aspects of their daily lives, such as what they wanted to eat, what clothes they preferred to wear, and how they wished to spend their day. Staff encouraged and empowered people to make their own decisions and take part in activities that were meaningful and enjoyable to them.One person said,“Wehad a residents meetinglast week and talked about getting a new rug, ornaments and cushions and I agreed to go out with staff to choose dog ornaments for the lounge.”

Staff were trained in equality, dignity, and respect, and understood the importance of promoting choice and independence. Theydemonstrateda strong understanding of people’s individual preferences, hobbies, and interests. We saw examples of people taking part in community activities and engaging in experiences that enriched their lives.

Communication was adapted to each person’s needs to ensure they could express their choices, and staff gave people time and space to respond. Care plans clearly outlined what people could do independently and how they were supported to take part in everyday tasks, helping them tomaintaincontrol and independence in their lives.

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.

We saw staff respond promptly and warmly when people requested support or wanted to spend time with them. Staff had a strong understanding of each person’s needs and were able to recognise early signs of distress or changes in mood.

During our visits, we observed staff to be proactive, attentive, and compassionate in their approach. Their calm and responsive manner helped to create a relaxed and content atmosphere within the home. Staff were flexible and person-centred in the way they provided support, offering gentle encouragement and using active listening to understand people’s needs. They took time to observe, communicate, and engage with people in meaningful discussions about their immediate preferences and feelings.

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.

People told us the staff were excellent. One person said, “There’s been a massive change since the new staff started. There’s a lot more banter, and it’s made things a lot better with the new staff.”

Staff described the manager and management team as supportive and approachable. One staff member told us, “We have regular supervisions and medication checks, and team leaders and assistant support workers review everything. I have confidence in the registered manager, and they are driven to improve the service.”

The registered manager promoted an open-door policy, encouraging staff to raise concerns or seek support when needed. Staff spoke positively about the workplace culture, which valued teamwork and mutual support to reduce stress and promote wellbeing.

We observed how well the team worked together, communicating effectively and treating each other with respect. Staff ensured people were at the centre of their support and were empowered to make choices through strong teamwork.

The staff team at Strafford House received a commendation, being named a ‘highly commended team’ in recognition of their passion, dedication, and teamwork. One staff member said, “Teamwork, togetherness and trust are all outstanding. There’s such good team morale.”