Scarlet House

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.

People were happy with the care they received. They said staff were helpful, friendly and caring. Comments about the staff included, “Staff help me keep in contact with my daughter”, “The staff really listen to me” and “The staff are so caring.”

We observed staff interacting with people respectfully and being mindful of people’s privacy. Staff were discrete with some support and used their knowledge of people’s needs to support communication. Terminology in people’s care records was very respectful and encouraged staff to promote people’s dignity.

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.

People’s communication needs were met to enable them to engage in their care, treatment and support to maximise their experience and outcomes.

People’s care records were highly individualised, detailed and unique to everyone. Rooms were personalised to a high standard, and each room had a memory box which special items related to each person.

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

There were activity plans on notice boards around the service which informed people what activities were taking place. We observed a variety of activities which included: book club, exercises and movies. The book club were reading Romeo and Juliet which they had started on National Shakespeare day.

People said there was plenty for them to do. People enjoyed the activities on offer and felt able to join in or not. People were supported to maintain important relationships. There was no restriction on visitors, and we observed people enjoying visits from friends and relatives. There was a café on the ground floor which was accessible for everyone, and people could make their own drinks from the machine. This area was very well attended.

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.

Call bells were answered quickly, and we saw staff were always visible. When people were heard calling out for staff, we saw staff quickly move in to support the person. People who chose to eat their meals in their rooms did not wait for long periods of time. People who were unwell had timely access to GP’s and other healthcare professionals.

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 a variety of systems for staff wellbeing. Staff had access to them via an electronic application which they could easily access on their phones. This included instant access to wages, store discounts, a holiday purchase scheme and wellbeing support.

People, relatives and staff could nominate a member of staff for a ‘Gem’ award, this supported staff to receive recognition for their work.

The provider considered flexible working requests for staff, for example, if staff needed support because of childcare arrangements or health needs. Staff told us they felt valued and had a good induction.