Balmoral Rest 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.

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 70 (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. Staff treated colleagues from other organisations with kindness and respect.

People’s privacy and dignity was not consistently upheld. We observed staff discussing private and confidential information in a communal area in front of a person who had the capacity to understand what was being discussed. Some documentation linked to personal care was not person centred. It was task focused and did not promote people’s dignity. We shared this with the registered manager who arranged to share our observations with staff.

We also observed staff talking to people in a respectful way and they had encouraging and caring interactions, which had a positive effect on people. When a person became distressed, staff listened and acknowledged what they were saying. They used strategies of humour, and the offer of a cup of tea to de-escalate the situation and promote their dignity. One person told us, “I’m so content here and I feel loved.” We asked if there was anything else they wanted to share and they said, “Every day here is a good day.”

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.

One person told us, “It’s exceptionally good care [here].” We asked why they thought that, and they said they could choose what they wanted to do when they wanted to do it.

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 relationships with their families. There were no restrictions on visiting and families were able to visit at any time but did avoid busy times like mealtimes. People had the right to furnish their rooms as they liked.

The management team had processes in place for ensuring people’s care documentation promoted their independence. Information relating to people’s capacity to make decisions was in place, the guidance for staff to follow when providing day to day care was recorded to promote choice and control.

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 told us they knew people’s needs and said there was good communication within the staff team if needs changed for people. Daily handovers took place, and information was shared between staff and the management team. People told us staff were very good at supporting and caring for them. One person told us, “I don’t have to wait for help, if I ring my bell they come quickly to me.”

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

Staff told us they felt valued and listened to by the management team. One staff member commented, “[Registered manager] has been very good with me. She was a rock to me. They [registered manager and deputy manager] are absolutely brilliant.”