Myford House Nursing & 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this inspection 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.

People were treated with kindness, empathy and compassion by staff who respected their privacy and dignity. Everyone we spoke with told us they were treated with respect by a kind and caring staff team. One relative told us, “Staff are always friendly and engaging. They will sing with people and openly enjoy the interactions with those they support.” Another relative said their family member lacked confidence in groups. However, staff had encouraged a friendship with another person, and they attended group activities together. This response from staff helped the person’s confidence and reduced their risk of social isolation. Staff spoke about people with kindness and with positive regard. We saw people were positively engaged by those supporting them. This included conversations about them, their day what they were doing, what they wanted to do and conversations about the weather or music. Interactions between people and staff was genuine and friendly.

People were treated as individuals and support and treatment met their specific needs and preferences. Support plans took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People had individual assessments based on their own individual needs and likes. This included peoples protected characteristics including, but not limited to, sex, disability and sexual orientation. Staff knew those they supported well. One relative told us their family member was vegetarian. Staff knew and promoted this by ensuring they had appropriate choices of food which they enjoyed. Staff we spoke with could tell us about the different food options people had including the provision for culturally appropriate choices and diets.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were encouraged to remain independent. One person told us they had access to their own computer equipment which they used to make online purchases for delivery to Myford House Nursing Residential Home. They told us this also helped them remain part of their previous community as they spoke with neighbours and friends online. Everyone had an individual care and support plan that recorded their individual preferences and needs.

The service 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 saw multiple instances where people were responded to promptly and in a caring and engaging way to help ease any upset and anxiety. The atmosphere in communal areas was observed to be relaxed with people engaged in activities which they preferred. This included reading, art and crafts. There were clear and distinct changes to the environment to support different times of the day. For example, we saw music changed indicating the serving of meals. A staff member told us this was to provide people with an auditable cue to lunch or dinner. We saw this helped people to orientate themselves which supported a calm and relaxed atmosphere especially for those living with cognition restrictions.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All the staff members we spoke with told us they felt supported by the provider and were encouraged to raise any concerns or issues in a timely way. Staff members felt the providers policies and procedures supported their individual wellbeing.