Sid Bailey 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. This is the first assessment for this service. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. People and relatives were highly complementary about the care they or their family member received. One relative said, “I can’t fault the carers they do everything so well.” Another relative said, “The home has wonderful staff who go out of their way supporting the residents.” Staff were very welcoming and friendly; they interacted well with people and understood their needs and knew their preferences. Staff took extreme care to ensure people were offered kindness and compassion. For example, where people were used to applying makeup or wear jewellery, staff supported them to present themselves as they wanted to. People were relaxed, confident and comfortable in the company of staff and there was a mutual respect for each other. There was a calm, relaxed, friendly atmosphere where everyone was included and involved.

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 were supported to set goals and achieve their outcomes. Staff ensured people’s strengths were used to enhance their lives. For example, 1 person, who was previously a disc jockey, had been given the opportunity to DJ again at the local community centre. People and relatives said, “They [staff] support [family member] with empathy and respect.” Another relative said, “The staff are so caring and polite. [Family member] is in their 90s and they treat [family member] with great respect.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The activity co-ordinator met with people on a weekly basis to discuss their interests and what they would like to partake in. People were engaged in a wide range of activities and events which enhanced their wellbeing. For example, seasonal arts and craft sessions, use of the in-house cinema and regular visits from an ice-cream van were popular choices. We saw people were involved in a ‘grow to plate’ initiative, where people were supported to grow produce which was then prepared as a meal by a celebrity chef and served to people. We observed staff interacting with people in an extremely effective and thoughtful way, ensuring people were enjoying a fulfilled life which considered their preferences. One relative said, “The staff listen to [family member] all the time, they hold [family member’s] hand and talk to them for ages. I feel [family member] is treated like an individual.”

The provider was exceptional in how they 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 observed staff interacting with people in an exceptionally responsive and caring way. Staff ensured people’s privacy was maintained as all times and worked together as a team to ensure people’s needs were responded to quickly but appropriately and in a very person-centred way. People and relatives were full of praise and gratitude for the staff. One relative said, “I feel the staff are very good at listening to [family member], especially if [family member] has pain in their shoulder. They [staff] do what they can to make [family member] comfortable.” Another relative said, “They [staff] can see when [family member] is getting cross and angry. They [staff] are good at picking up [family member’s] needs, so they try and defuse the situation.” The registered manager constantly reviewed the length of time taken to respond to call bells and analysed the data. This was used alongside the dependency calculator to ensure there were enough staff to respond to immediate risks safely.

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. Staff worked together exceptionally well as a team and felt valued. One staff member said, “I feel valued at the service, this is shown by regular appraisals from my manager and verbal feedback. Rest breaks and support around shift patterns are always listened to by managers and facilitated as much as is feasible. Workload is manageable and managers will always listen if there are any problems.” Staff had access to a handbook which highlighted staff benefits. These included working flexibly and using a phone app to translate when staff’s first language was not English. The management team appreciated staff and team appreciation posts were posted on social media and celebrated.