Shaws Wood Residential Care 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 65 (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 did not always treat people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed that some people’s dignity was not always respected. Some people were laid on their beds partially dressed, with their underwear exposed. Their bedroom doors were open, which meant people could be seen by other people, relatives and visitors. We observed staff passing people in their rooms without taking action to protect their privacy and dignity. Some staff acted to protect people’s dignity when we raised it. The environment of the service was not dignified, due to the smell and state of repair. People told us staff were kind, friendly and approachable. Comments included, “They are all nice, they will knock on my door, but it is generally open as I don’t like to be shut in” and “They are all lovely, they always knock if my door is closed before coming in.”

We observed a number of positive interactions throughout the assessment. Staff had an open, friendly rapport with people and most staff knew people very well. Care provided was person centred, people were treated with respect and were supported to spend their time how they chose. When people became anxious or upset staff responded promptly, such as offering distraction or a change of environment.

Relatives were positive about the staff and the way they treated their loved ones. They described staff as caring, kind, attentive and patient. Staff respected people’s privacy, treated people with dignity and respect and always asked for consent to care. Comments included, “They are all kind and caring and they are a very good team. I don’t know what I would do without them. We had such dramas before she went in there and It’s a blessed relief she is there and is being well looked after”; “They all seem to be kind and caring and respectful” and “The carers are wonderful and are so nice.”

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.

We observed staff respecting people’s choices and treating people as individuals. A person said, “It’s all right here, brilliant everyone is so friendly.”

People’s cultural and religious needs were documented in care plans. People were supported to have visits from religious ministers/clergy if this was their wish. Church services took place regularly. A staff member told us, “They have multiple different services come in for the residents from different churches and do services. I haven’t seen other religious practices there but if needed I think the home could support anyone with different religions. Sometimes they go on a minibus to churches as well if needed.”

People’s birthdays were celebrated and birthday cakes were made. A relative said, “They make a fuss on birthdays such as banners in the room.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us how they encouraged and supported people to complete tasks for themselves. A person said, “I try to do as much as I can for myself, but staff are there if I need help and encouragement.”

Staff told us how they supported people to make decisions and choices throughout the day. Some people went out with their families. A weekly trip out in the community was also available utilising the activities staff and volunteers. There was a varied choice of activities available for people. The activities schedule on display showed various events. These included snakes and ladders, dominoes, art club, fitness, chats, hand massages, quizzes, bingo, church services, music, a strawberry cream tea, movie afternoon, ping pong, and a visiting reptile zoo. Activities were led by internal activities staff and volunteers. During the assessment the activities staff were on leave, no activities took place during the 2 days of our visits. A relative said, “Mum likes to join in with all the activities.” People told us, “We sing and dance, quizzes, art club, dominoes, snakes and ladders and days out we all have a laugh”; “There are some activities, I would like to go to the shops”; “Exercises, art activities, we can have our pictures on the wall, a man bought in some animals that you could touch” and “I like to be on my own so don’t join in activities.”

People told us they were supported with maintaining contact with their friends and relatives. Comments included, “My family visit all the time” and “I keep in contact with my family, I have my mobile phone.” Staff told us they would try and encourage people to come to the lounge or dining room so that they did not become isolated but respected their choices if they declined.

The provider listened to and understood people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

The provider listened to and understood people’s needs, views and wishes. Staff mostly responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. However, we observed that it took more than 30 minutes for a person to be supported to wash and change clothing following them being incontinent of urine. Staff had seen the person needed help but carried out supporting other people to go to the dining room for lunch instead of prioritising the person’s comfort.

People felt their needs were met. At busy times when care staff were supporting people to get up and ready for the day, staff attended to people using their call bells or those calling out and listened to what the person wanted. For example, a staff member explained they were supporting another person but would be back with them when there was another member of staff free to assist them. They explained that due to the person’s needs they would need another staff member to help them. The person was offered a bed pan as an interim solution. We observed they did go back and provide support when they said they would. People said, “Staff are around if I need them. I have a buzzer in my room if I need them at night”; “Always someone around if I need them” and “They will pop in to see me as I prefer to stay in my room.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had systems and processes in place to promote and support staff wellbeing. Staff had access to mental health support if they needed it, the registered manager had undertaken mental health first aid training to enable them to provide support to staff. A staff employee of the month scheme had been relaunched. The provider had written to staff detailing a bonus scheme. The registered manager told us flexible working arrangements were in place for childcare. They also shared that flexible working arrangements were in place to meet staff’s religious needs, such as enabling staff to eat at certain times when they were fasting and following Ramadan. Staff told us the service was flexible around childcare. Comments included, “We have an employee of the month scheme which has just restarted. There are mental health things on the wall” and “They have mentioned a bonus on full occupancy.”