Aston Manor EMI 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 requires improvement. At this assessment the rating has changed to 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 people with care, kindness and respect. Staff had developed positive relationships with people and supported them in a dignified way, maintaining their privacy.People told us the staff were kind and compassionate. Comments from people included, “We’re really happy with the care, the staff are able to cope with difficult residents well” and“Care is very good, [Name] is well looked after and always clean and happy”.One staff member told us, “I like the job I do, if I can make someone smile once a day I've done my job, and give them a quality of life”.

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.Care was person-centred and tailored to individual needs. Staff knew people well, understood their routines and preferences, and supported them to express their identity.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Staff supported people to do as much for themselves as they could and people chose how they wanted to spend their day, what to eat and when to receive care.For example, we observed one person choosing to spend time in the reception area, staff supported by checking frequently that the person was comfortable and safe as they enjoyed engaging with visitors and other people that passed by. Staff told us people had control over their care and how they wanted to spend their time. One staff member told us, “Yes all have choice, if they don't want to go, they don't go”.

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 knew people well and had a positive relationship with them, staff understood their views and wishes. We observed staff responding quickly to meet a person’s immediate need and wishes when they become uncomfortable, they were hoisted safely to their room.

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 supported by the registered manager and would feel comfortable raising a concern.Comments from staff included, “We can air our views” and “We have senior and staff team meetings”.

The provider had a wellbeing strategy in place, and this was a standing agenda item for team meetings, and wellbeing posters were displayed with external support service contacts. Information was available for staff in a range of accessible formats. The registered manager was visible in the service and maintained an open-door policy, this meant staff or visitors could raise concerns easily if they needed to.