Harmonia Village

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

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

Staff treated people with kindness, empathy and compassion and respected their dignity. The atmosphere of the service was calm and welcoming. However, we observed there were times where some staff could have engaged more proactively with people and feedback from one partner raised the same point. Many staff interactions with people were neutral, however, staff were observed treating people with kindness and the language used by staff towards residents was respectful. One staff member told us, “I knock on people’s doors before entering, close their curtains, give them privacy in the bathroom unless they want me beside them. Everyone who can, gets washed and dressed in their bathroom which is completely private.”

People and their relatives were positive about the staff who provided them with support. One person said, “They do alright. They’re quite nice people. Some of them are really nice.”

Staff were observed respecting people’s choices and treating them as individuals. People and their relatives told us staff knew people well and respected people’s needs. One relative said, “We requested that she only have a female carer for personal care, and they respect that.” Another said, “One relative told us, “They let [my relative] take [their] time. They wait until [they] want to get up for personal care or breakfast. They don’t wake [them] up and do it.”

Staff were aware of people’s interests. For example, one staff member told us, “One resident enjoys looking at planes, so I have downloaded some clips from YouTube onto the computer in the activities lounge for then to view whenever they want.” Care plans would benefit from more information on people’s equality and diversity needs being included. However, staff knew people well and people had access to this support where they needed and wanted it. For example, some people were supported to attend religious events.

The provider and staff promoted people’s independence. The model of care at the service focused on promoting independence through using technology to provide support to people. Staff used CCTV and other monitoring technology to identify where and when people needed support. People moved between the hub and their houses throughout the day when they wanted to do so. One relative told us their loved one was now showing more independence since moving into the service.

People and their relatives told us people were encouraged to do things for themselves and had choices. One relative told us, “My [relative] can make choices about [their] meals where possible. It’s usually 1 of 2 choices but I think you can have something else if you want.”

People had access to call bells in their own homes if they needed support from staff. We observed staff responding to people’s needs in a timely manner. Call bells were answered quickly and staff discreetly supported people who required support with their personal care. Where people were not able to use call bells staff used electronic monitoring, such as CCTV, to identify where people needed staff to attend and provide assistance. People told us staff provided them with support as needed. One person said, “They normally come quite quickly.”

Staff told us they felt valued at the service and were happy. One staff member told us, “I won employee of the month the year I started. We have an awards night for all of Graham care employees every year and you get a voucher and a night in a hotel. You are made to feel very special”.

Another staff member told us, “My workload is good, and I feel well supported because the induction gives you what you need for the job. There are always people to help and support you. You get very good management support because they listen, and are accessible, you can go to them whenever you need”.

Staff had regular meetings with management and were encouraged to contribute and make suggestions to improve the service. Staff had quarterly supervision and told us they felt valued and appreciated by the management team.