Signature at Hendon Hall

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.

This is the first rating of this newly registered service. We rated this key question 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 their relatives spoke well of the staff, one person said, “I think the staff are brilliant.” Another person said, “The staff are so caring.” A further person added, “They [staff] can’t do enough for me.”

A person’s relative told us, “Really nice staff, all know who she is and they recognise her personality, [name of person] is happy and tells me every time I visit.” Another person’s relative also told us, “Staff are pretty supportive when they walk past they give her a hug, lots of the staff sit down and chat to people, especially new residents if they are a bit tearful, staff sit with them.” A further relative told us, “The atmosphere is lovely, staff create a very caring atmosphere, I see them [staff] go and sit down and hold hands with residents – I see and feel the care.”

Staff treated people with kindness and respect especially when some people who were living with dementia became distressed and could be very direct with 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 and unique backgrounds and protected characteristics.

Personalised information about people achievements and what was important to them was obtained and summarised for staff to use to develop a positive relationship with people and care for them as individuals. Staff interacted with people in a friendly familiar way, talking about their loved ones and what they enjoyed doing.

As one person’s relative told us, “Respect, they make her up in the morning, she sees the hairdresser, hair brushed and she still looks beautiful.” Another person told us, “They [staff] use her perfume and cream – it all happens, small important things to her and us.” A further person’s relative told us “[Name of a person] was an artist and loves those activities, I get sent the activity schedule in advance and it helps me plan when I visit and gives us something to talk about. [Name of person] loves being outside, the manager ordered an extra sun lounger for her as she loves the sun.”

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

People’s independence was promoted by staff. Leaders told us about people who had regained independence with mobility, to walk and self-propel their wheelchairs due to the input of staff and nurses. When a daily task was important to a person to perform this themselves staff respected this. When people lacked capacity to make certain decisions some positive work was completed here to promote choice, such as showing people what the 3 different lunch options were when lunch was being served. Some further work was needed around independence regarding their agreement to sharing information and to have wine and beer. But there was also good work being carried out to encourage independence and control by staff.

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.

Staffing levels were good which meant staff could spend time with people, they could stop what task they were doing, to offer immediate help. We saw staff being mindful of those people who were living with dementia who were not able to ask for help or who did not understand when they needed some support. Staff checked on people who were sitting by themselves in lounges and who looked a bit lost at times. One person’s relative told us, “It is amazing, he is settled, they [staff] do a very caring job and seem to know his likes and dislikes, he gets calmer when staff are around.”

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

Staff spoke well of the heads of department who they had the most engagement with day to day. They also knew and said they felt confident to speak with the registered manager. Staff spoke well of the training on offer and the career opportunities available to them. For the national ‘carers weeks’ the provider gave small gifts to staff and made an ice cream van available for staff to have a treat.