Potters Green

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 assessment for this newly registered service. This key question has been rated 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. Staff supported people in a kind and caring way and ensured their dignity was upheld. Staff respected people’s private space by knocking on doors and introducing themselves. Relatives were happy with the caring approach of staff. One relative said, “Staff are very kind and friendly to everyone.” Another relative said, “It feels like they are looking after their own family. It is like a family there.”

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 interacting with people in an inclusive way and people’s individual choices and preferences were respected. Care plans were personalised and contained detailed information about people’s strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs in line with their wishes. People were supported to maintain friendships and stay in touch with relatives. Relatives told us they felt welcome at the home and staff were approachable. One relative said, “I can go anytime, and I don’t announce that I am going, I can stay and give [family member] their tea. Staff are welcoming. They make a cup of coffee.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff demonstrated positive and caring relationships between them and people. Staff and leaders had a ‘resident of the day’ system to help identify people’s changing needs and accommodate them. The provider had an activity co-ordinator who provided social stimulation and events for people. On the day of our assessment people were enjoying cheese tasting in celebration of national cheese day. People and relatives said individual needs were acknowledged. One relative said, “[Family member] is getting the care they need and that’s crucial. It is overall a good care home. Staff are top notch to be honest. They understand [family member] and what they need.”

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 were able to anticipate and meet people’s needs quickly. Staff knew people well and were able to recognise when they required additional support. People were supported to access healthcare professionals in a timely way. One relative said, “The staff know [family member’s] needs, even when [family member] can’t express it, they know what [family member wants].”

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 an employee of the month system where staff were recognised for doing good work. Staff also had access to an Employee Assistance Programme which offered confidential support, information and advice about a range of topics such as financial wellbeing, mental health, childcare support, exercise and nutrition, bereavement, and legal advice. A colleague newsletter was available and informed staff of training available, policy updates and staff recognition.