Malvern Nursing Home

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.

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.

We found the atmosphere in the service to be warm and welcoming. Communal areas were comfortable creating a homely environment where people could relax and feel at ease. The service fostered a culture of kindness, empathy, and compassion. We observed staff interacting with people in a respectful and caring manner, ensuring their privacy and dignity were always maintained. People responded well to staff, and they looked at ease and were confident with staff. The registered manager had ensured positive relationships had been made with other healthcare agencies involved with people's care.

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 were treated as individuals, and care was tailored to meet their specific needs and preferences. Care plans took account of people’s strength’s, abilities and cultural background. Staff demonstrated an understanding of equality and diversity and worked in ways that respected people’s unique identities. We observed staff engaging with people in a manner that promoted choice and independence. Records confirmed care planning reflected people’s personal goals and cultural needs, and adjustments were made where required to uphold dignity and individuality.

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

We observed staff offering options and respected people’s choices such as deciding what activities to join or what meals to have. People were supported to maintain relationships and networks that were important to them and had access to their friends and family. Staff understood person-centred care and were able to explain how they ensured people were given independence and control in their lives. Comments included, “Privacy is maintained, always check for consent.”

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.

People’s needs, views, wishes and comfort were a priority and staff quickly anticipated these to avoid any preventable discomfort, concerns or distress. Staff were alert to people’s needs and took time to observe, communicate and engaged people in discussions about their immediate needs. We observed staff were visible around the home, they anticipated and responded to people’s needs. For example, staff responded promptly when a person became frustrated because they were not being understood by another staff member.”

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

The service demonstrated a strong commitment to staff wellbeing. Leaders supported and enabled staff to deliver person-centred care by providing regular supervision, ongoing training, and opportunities for personal development. Staff told us they felt valued and listened to, and their views were considered when decisions were made. People benefitted because staff were engaged, felt supported, and were able to focus on meeting individual needs effectively. Comments included, I have worked in other care homes and Malvern do compare well, I have a very supportive management team.”