Salisbury House Residential 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 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 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 treated people with respect, kindness and compassion. People’s care plans included information for staff about people's choices and preferences.

People told us they were well looked after. Comments included, “Of all the homes that I could have ended up in, this has to be the best!”, “The staff are great and they can’t do enough for you. They couldn’t be kinder” and “The staff are absolutely marvelous!” Relatives confirmed, “The staff love [Name] to bits!” and “Staff treat mum like family and that's how the home feels -like a family.”

We observed staff treating people with kindness and patience. One member of staff told us, “I love my job and I treat people as I would treat my parents, it’s a really a nice team here, staff go above and beyond for people.” We received positive comments from visiting external health care professionals about the standard of care and support. Comments included, “I enjoy going to see the team and the residents there as the atmosphere is always so positive and caring. The residents are always well dressed and obviously well cared for” and “[There are] supportive staff who know their patients very well and are exceptionally caring towards them.”

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 empowered to direct their care wherever possible and people’s family members described how staff knew them well and treated them in a person-centred way. A relative explained, “Mum is always clean and nicely dressed, she loves bright colours and staff makes sure she is always well matched with her clothes as that is important to Mum.” A visiting health care professional commented, “They [Staff] are knowledgeable about their residents.”

The provider employed activity co-ordinators whose role was to facilitate a variety of activities for people to engage in and enjoy. Activities were not only provided within the home, but people enjoyed activities both in the local and wider community. People told us they enjoyed pub lunches, shopping trips and afternoon tea on the canal boats. The provider had a minibus, so people were able to access places more easily. A relative told us, “They [Staff] do their best to get people out, sometimes it’s hard to find [Name] in!”

The registered manager explained how staff has supported family members, which in turn had enabled them to take their loved ones on a holiday abroad. This was valued by both people and their relatives, allowing them to spend quality time together as a family.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The provider demonstrated a commitment to the independence of people, which led to improvements in people’s wellbeing, confidence and quality of life. One person told us, “The staff are very nice and help me to manage things.”

Another person explained how staff respected their choices, “They [Staff] leave me until the last in the morning, which is good, so I have a lie in.”

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.

The provider understood and responded positively to meet people’s changing needs. Staff were quick to notice any changes people and take appropriate action. One staff member told us, “The staff are really switched on at noticing things – and quick to report it up.” A relative confirmed, “Managers keep me very well involved and they call me if there are any issues with [Name] to let me know.”

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, listened to and well supported and respected in their roles. There was a culture of openness and working together as a team. Staff described leaders as visible and approachable.

The provider had practices in place to aid with staff development. One member of staff confirmed, “I feel valued and appreciated and love it here.”

The provider was keen to retain staff and offered flexible working patterns to support them to balance work life with personal commitments.