Southlands Residential Home Limited

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 80 (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.

There was a strong, person-centred culture at the home which was clearly visible during observations. Staff demonstrated consistent motivation to provide care and support that was exceptionally compassionate and kind, meaning staff had built trusting and positive relationships with those they cared for. A staff member stated, “It's just like looking after my grandparents, it feels like a home away from home.”

People and relatives consistently told us how wonderfully kind and compassionate the staff were. All feedback was overwhelmingly positive. A relative told us,“[Person] has been at Southlands just under 2 years. The service and care they receive is amazing. The staff are fantastic and always have time for residents and family alike. Nothing is too much trouble, and any questions or queries are answered. We love the fact that the home is family run and orientated. It has a lovely community feel. Would not want [person] to be anywhere else.”

The registered manager worked tirelessly to develop a welcoming and inclusive environment at the home for people and families alike. This was evidenced by a family member who told us, “When I go away on holiday [person] is never pleased as they miss me and their routine, and they had the same reaction when management had annual leave.” We also observed numerous visiting families interacting with other people living at the home, as well as all staff they encountered; this made for a real community feel.

The registered manager told us they also considered the wellbeing of families, as transitioning their relatives into 24-hour care could be challenging for them. A WhatsApp group was established for those who wished to interact and receive regular updates and photos of their loved ones. In addition, the home had also planned family nights, in which relatives could meet and get to know one another.

A nurse who attended the service reported, “I’d like to offer my compliments to the Southlands team for their help and teamwork during my Covid clinic on Thursday. Even with the run up prepping lists/consents they have been a great service. The staff were brilliant. They had taken the time to ensure residents were dressed appropriately and they assisted me with the clinic.” This demonstrated how staff continually assisted and treated attending professionals with respect to achieve the best outcomes for the people they supported.

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.

Staff were creative in supporting people to achieve lifelong goals. A family recalled their relative being asked what they would like to achieve. The person had always wanted to climb Everest. To make this possible, staff calculated how many steps this would equate to and provided a pedometer. With the support of staff, the person completed the required steps, and their achievement was celebrated.

Staff and people told us there was always an activity to engage in, significantly enriching the lives of people living at the home. During the inspection, a violinist performed and sang carols. People were observed to be very engaged and were supported by staff to join in using a lyric sheet. Prior to our inspection, people had been supported to visit the local garden centre and enjoyed a meal together at the café; their relatives were also invited and attended alongside them. One person stated, “I love all the activities you provide. The art and craft activities recently look great. The singers are brilliant.”

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 their independence. We saw people were able to be as independent as possible with tasks such as mobilising around the home, eating their own meals and using the shared facilities. Staff understood it was a person's human right to be treated with respect and dignity and to be able to express their views; we observed staff putting this into practice during the inspection.

People were consistently encouraged to be as autonomous as possible in their daily lives. During mealtimes, we observed people were always offered a choice of meal and drink. People also reported they were able to shower whenever they wanted or needed to. Everyone was well presented. There was plenty of space for people to spend time with their relatives and friends, for example, in bedrooms and communal areas.

The community physiotherapist visited twice weekly, which was found to improve people’s mobility and promote independence.

Staff were constantly seeking ways to explore people's views and involve them and their families in decisions about their care. One person told us, “I feel that I can do what I want. I am able stay in bed for as long as I would like, can watch TV or take family to my room.”

There had been recent refurbishments to the home. Prior to this, people were asked for their opinion regarding the style of furnishings and colour scheme, promoting inclusion and providing a sense of home.

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.

People’s care and support needs were thoroughly considered when they took up residence in the home, and they were informed of external services available to them. For example, care files showed people were promptly referred to bowel and bladder services for continence assessments where the need was identified.

Another person was open to the Mental Health Team; the provider consistently liaised with this team and the person’s doctor to ensure the best outcomes. Our observations also demonstrated how staff acted promptly to provide comfort and verbal reassurance in a way the person was receptive to, and in accordance with their care plan.

During the inspection, there was a person in receipt of end-of-life care. Relatives described the care their loved one received as exceptional. A relative told us, “The compassion of staff was outstanding. We ourselves felt loved and cared for.” Supporting the views of the family, documentation evidenced consistent support with repositioning, mouth care, and 30-minute checks during the night, always ensuring the person remained comfortable. As per the person’s wishes, family members remained with them each day, which the provider encouraged. Relatives reported they were always made to feel extremely welcome.

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

Without exception, staff spoke positively about the provider and registered manager; they confirmed that they felt very well supported, which in turn motivated them to go above and beyond in their delivery of person-centred care. A staff member told us, “We are all treated well. We get proper breaks, unless there is an emergency, and we can request days off. I am listened to, and leaders were very supportive when I had to reduce my hours.”

Staff commitment and skills were recognised and rewarded, and as a result, morale was high. Staff unanimously felt valued and respected. This approach also positively impacted staff retention. One staff member had completed work experience at the home and later returned as a permanent team member upon qualifying; they told us, “I have been working here for 10 years; I feel management are very visible, or at the end of the phone.”

Concerns were raised by the night staff in relation to the safe and timely completion of the morning medication round. The provider acted promptly to address these concerns and provided an additional staff member to offer support. The registered manager told us, “All the staff are aware me and the deputy manager are available 24 hours a day. I regularly work on the ‘shop floor’ and can see for myself if a staff member is struggling. We hold regular staff meetings and have regular staff curry nights.