Arden Park

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

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.

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.

People and relatives told us they felt staff treated them with dignity and respect. People enjoyed spending time chatting to staff and to acknowledge other people, which made mealtimes enjoyable and social events. One person told us, “The food here is good.” We saw friendly interactions between people and staff throughout our assessment. People gave us examples showing how staff showed kindness to them and their relatives. For example, preparing celebratory cakes to mark special occasions. One person told us, “Some of the staff here are lovely. I have strong arms; I would tell them if it wasn’t good care.” Another person told us because of the approach taken by staff, “I love all of the staff here.” Another person told us, “I get on well with the staff.” Staff took time to reassure and comfort people in a way they wanted. One relative said, “They [staff] are really nice people, and you can have a laugh with them.”

The registered manager told us, “Staff wear their heart on their sleeve, they are in the job for the right reasons”. Health and social care professionals reported people were treated with kindness and compassion. One professional told us, “They [staff] are always very friendly, I have not seen staff be abrupt, they speak very nicely to them [people]”. Another professional said “Fabulous, they ask if you need coffee and always make sure the room I will be working in is ready, warm and comfortable. They give me time, not rushing and make me comfortable”.

Processes were in place through observations and speaking to people for the provider to monitored staff interactions, to ensure people were treated with kindness, compassion and dignity. The registered manager told us, “The door is always open, I speak to residents and ask about staff”.

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.

One person told us, “I have done bingo and painting. It breaks the day up a bit, and it’s given me my whole life again.” The person told us they had opportunities to reconnect with their past including their employment, which was important to them.

Staff called people by their names. Staff took time to talk with people about what mattered to them. For example, the knitting they were doing. People’s wishes were considered, for example one person was supported with their religious needs with a minister of their choice, another person only ate fish on Fridays. Demonstrating people received care reflective of their individual needs, preferences and what mattered to them.

Health and social care professionals gave us examples how people were supported with their physical needs, for example for people who were recommended to walk, staff provided encouragement and support. Others who struggled, a wheelchair was provided which demonstrated thoughtfulness in staff’s approach to care and support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

One person told us they chose what time they wanted to get up in the morning and to retire to bed. The person told us it was important to them; because of the lifestyle they had previously had. Another person told us, “I feel respected because staff listen to what I want to wear and where I want to sit.” One relative said, “[person] gets involved in any activities that the home offers. They were going to tailor something for their individual needs but that hasn’t happened yet.”

There was a weekly activity sheet displayed. People were engaged in spending time chatting to each other, staff undertook activities with people, such as colouring and making Christmas decorations. Which helped people to feel connected to other people at the home and fulfilled.

People were encouraged to be involved in day to day running of the home, as they wished. For example, one person helped staff to push the drinks trolley round the home. This helped to ensure the person continued to maintain their mobility and independence.

Staff took time to acknowledge people and their strengths. For example, a staff member positively commented on an act of kindness undertaken by a person and said to the person, “You have a good heart.”

People told us they were able to receive visitors when they wished. One person said, “Visitors come at virtually any time”. Which helped to ensure people stayed connected with their loved ones.

People’s care plans provided staff with information about where people were independent in elements of their care.

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 what objects provided comfort to people and supported them, so they were able to access these when they wanted. We saw staff supported people without delay if they became anxious. One relative told us, “They would see to [person] quite promptly if they needed it”.

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

Staff fed back they were generally treated well by management and felt supported and praised. Staff told us senior staff were understanding if they were ill and unable to attend work. Staff told us if they were unable to do a shift as planned senior staff would ensure their shifts were covered by agency staff. One staff member said senior staff had been understanding when they wished to take time off following a bereavement. The staff member also said, “If you are having a bad shift, other staff help.”