Falmouth 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 staff team always treated people with kindness, empathy and compassion and respected their privacy and dignity. They treated colleagues from other organisations with kindness and respect.

Staff knew people well and were committed to providing kind and compassionate care. We observed positive interactions between people and staff. Staff showed empathy and warmth, and respected people’s privacy and dignity.

People told us staff were kind and caring. One person said staff were ‘really lovely, really kind and caring’ and told us staff spent time talking with them and supported them when they asked for help.

Relatives told us that staff knew people very well. One relative said, “I cannot fault them. They are a kind, caring team and [relative] is really happy.”

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.

Staff valued people for who they were and respected people as individuals. A member of staff said, “I love the interactions I have had with the different people living here. We have had different interactions with different people but overall, it is all about making a difference for each person.”

Staff understood and supported people’s individual interests. This included supporting one person to display their hobby in their room which was really important to them.

Staff had developed positive relationships with people. Interactions were warm and respectful, and people appeared comfortable and settled in their home.

Care plans were person-centred and included information about people’s strengths, goals, preferences and personal circumstances.

The staff team promoted independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make choices about their care and daily routines. People told us staff listened to them. Care records were person-centred and showed people and, where appropriate, their relatives were involved in developing care plans. One relative told us, “I am involved in all decisions made regarding [relative’s name] and am kept updated. The staff share all information appropriately with me.”

We saw staff offering people choices about activities, menu options and drinks. People told us staff helped them make decisions when they needed support. One person said, “I have the choice to go to Church but I choose not to,” and “The food here is great. We get plenty and we have the choice of what we can eat.”

The staff team 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.

Daily care records showed staff responded quickly and appropriately when people needed support. Staff knew people well and understood how to support them during difficult times. Care plans and risk management plans gave staff clear guidance about how to respond to people’s needs in the moment.

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

The staff team worked well together and had positive working relationships. They told us the registered manager and deputy manager were supportive, approachable and listened to them. They said the registered manager was available each day, so they could raise concerns quickly and issues were dealt with promptly. This helped staff feel supported and valued and enabled them to provide person-centred care. Staff received regular supervision and attended team meetings.