The Hurst 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.

The provider’s organisational values promoted kind and compassionate care. The management and staff team promoted people’s dignity in all aspects of their care and support. We saw staff interactions with people were kind and respectful. One person said, “Staff are polite, kind and helpful.”

People’s rights to privacy and confidentiality were upheld. Staff demonstrated clear understanding of why this was important and how they achieved it. People’s information and care records were stored securely both in a password protected computer and in locked cupboards.

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.There was a lack of people’s aspirations and strengths recorded in care documents, so the support people may need from staff to achieve them wasn’t clear. This was acknowledged by the registered manager who told us that care plans continued to be developed and improved.

People told us, “I like it here, I don’t want to move anywhere else,” and “I am getting better, I am not relying on drinking too much to get through the day.”Staff told us, “Everyone here is very different, we do respect their choices, which can be challenging because there are not always good choices, but offer support and get advice from the nurse at the GP surgery or mental health team.”

Care plans were now specific to each person and there was more detail that put people at the centre of their care and treated them as individuals.

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 exercise choice and control in both their daily routines and longer-term goals. Staff were knowledgeable about people’s needs and wishes and supported people to express their views and make choices. People were encouraged to be independent and went out to meet friends, go shopping and made their own arrangements. One person regularly stayed at a friend’s house, and staff had set up daily wellbeing checks to ensure all was well. Staff supported people when required to attend appointments, to the bank and any appointment that they needed to attend.

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 said, “We have enough staff, we all work together, so we can anticipate behaviours and prevent incidents by knowing our residents. There are tell-tale signs of when they are getting upset or anxious so we go to them immediately, they know they can come to us.” Staff knew people well and this allowed them to respond quickly to signs of distress or when they needed medical help. There was an incident during the site visit, which the staff responded to immediately and appropriately and they received immediate medical help. Staff treated the person with respect and kindness throughout the incident.

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

Staff we spoke with felt well supported by the registered manager. One staff told us, “The manager ensures we can give feedback any time and by regular staff meetings. We can ring him anytime if we need his advice and he checks in with us regularly, we all get supervision, which is good.” Staff said new staff were given an induction and given opportunities to shadow more experienced staff. They also told us training was helpful with a mixture of online courses and face to face training for practical sessions. The registered manager told us how they operated an open-door policy for all. Staff told us they felt the registered manager was approachable.

Feedback from individual supervision and group team meetings was used to support staff through any areas of concern and identify any training needs. Employee satisfaction surveys were sent out to all staff on a regular basis, and the provider would collate all surveys and take action if required.