Nodens Manor 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 the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. One professional working with the service told us, “The staff are approachable and kind and caring to residents.”

All observed interactions between people and staff demonstrated a dignified and caring approach. We heard staff knocking and seeking permission to enter people’s rooms and introducing themselves when they entered.

People and their relatives were asked for their feedback. One relative told us, “When they are helping her to her feet, it’s very encouraging, they might take her hand. They all have a different approach, they are kind, use a sense of humour, kind words and very gentle.”

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 there were regular meetings and coffee mornings where they could discuss what they wanted to do activity wise, food and any improvements they felt could be made at the service. The service sought and considered feedback from people, their families, carers, professionals and stakeholders as appropriate when monitoring individual outcomes. One person said, “Get involved with crafts and stuff, like walking, we can go out in the garden whenever we want.” A relative told us, “Her nails are always done; hair is lovely and cut how she likes”.

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 able to choose how they wanted to decorate their rooms and if they wanted to identify their door with a name, picture or prefer to just have the number. Staff showed knowledge of people’s life history and had organised a fashion event for one person who had worked in this industry.

People were seen to enjoy time with their visitors and looked comfortable in the environment. On the ground floor people could access the gardens freely. Staff supported people upstairs to access the downstairs and garden area. People and their relative told us staff took time to listen and ask them what they wanted.

One relative told us, “I would say yes. Mum always liked a glass of wine at home. At mealtimes when they are asking people what they would like to drink, they look up and say, ‘we will get you a glass of wine’, they know her well.”

One person told us, “The staff are good, I am independent dressing, but they will help with shave and shower,” “They are usually very good at shaving.”

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.

Staff recognised different ways in which people may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They escalated concerns if they believed this may indicate a deterioration in the health and wellbeing of people. For example, staff responded well to a person’s immediate needs and contacted a medical professional for the person who had reduced eating and drinking to arrange a visit. The staff also notified the person’s relative.

Staff demonstrated understanding and respect for people’s individual needs. For example, one person liked to continuously walk around one floor and staff were patient and gentle in their interactions when they were encouraging this person to have their lunch. Staff respected the person needed to make their own choice when they were ready to sit and continued to offer support until it was accepted.

Staff knew how and when to contact health professionals. A professional working with the service told us, “The care home are good at referring in to the (community nursing team) promptly when there is a concern regarding skin integrity”.

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

Staff had access to resources that supported their wellbeing including confidential counselling services if required.The service held regular supervisions, catch ups and the registered manager had an open-door policy to support people. The service had shifts to suit staff work life balance.

Staff were given an employee handbook when they joined the service. This contained information on the service, employee entitlements and references to equality and expectations.

The management team told us they were introducing further staff incentives to enhance work wellbeing such as employee of the month. They also spoke about how staff had access to a support line if needed. Staff retention within the service was good.