Pemberley Manor Care and 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 service involved people and treated them with compassion, kindness, dignity and respect.

The last rating for this key question was Requires Improvement. We found a breach of the regulation in relation to person centred care.

At this assessment we found improvements had been made, the provider was no longer in breach of the regulation regarding person centred care, and the rating has now improved to Good.

This meant people using the service were treated with compassion, kindness, 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.

People told us staff were kind and treated them with respect. Comments included, “They [staff] are a lovely bunch, always a smile”, “They [staff] are exceptional people, they look as if they love their job”, and “They are just fabulous, they have a wonderful caring attitude, and I am so very glad that my [loved ones] are here.”

The atmosphere within the service appeared welcoming and warm. We observed staff interactions with people that reflected a sense of care and kindness. Staff were knowledgeable about people's individual personalities, routines and likes and dislikes. Staff were aware of the importance of providing person centred care and offering people choice. Staff told us they made sure people’s dignity was respected when they supported them with their care needs. A staff member said, “When I help people with personal care, I close their doors for privacy and explain what I am doing. I encourage people to do what they can for themselves and offer choices of what they would like to wear that day.” A person commented, “Yes, they are very discreet when help is needed.”

Staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Throughout our assessment we observed people were free to spend time doing the things they enjoyed, and staff supported and encouraged them to be involved in social activities that were planned. A person commented, “They [staff] make sure that I know when something is happening that I like and make sure I have plenty of time to get there.” Another person said, “They [staff] let me make my own choices, and some things appeal more than others.”

Visitors were able to visit without restrictions and people had their own rooms which they could personalise with furniture and their belongings. A person told us, “They [relatives] are in and out quite a lot.”

Staff told us they had received training on equality and diversity, and they treated people with respect. One staff member commented, “I received training in equality and diversity, we support some people from different backgrounds and cultures. The training helped me understand people’s different needs for example, in relation to meals and religion.” Another staff member said, “The equality and diversity training helped me to understand that people are individuals with their own characters and cultural needs.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People spoke positively about the activities on offer. Comments included, “I like the dogs coming, otherwise there is always something going on”, “I like a lot of what they [staff] do, I love the dogs but I would like to use my skills too, making things or singing”, and “The activities are good with variety, but someone is off sick so there is less than usual.”

The provider employed a team of activities coordinators; however, 2 activities coordinators were absent from work at the time of our assessment. A third activities coordinator facilitated activities during the weekends. The manager showed us activities plans for the service for January 2026. Activities included skittles, chair Pilates, board games, pamper days, bingo, coffee afternoons, quizzes, sensory games, painting and balloon volleyball. Church services were held at the service on Sundays.

During our visit we observed a bingo session, pet therapy (visiting dogs) and quizzes. We observed positive interaction between staff and people; we saw staff spent time with people reading and playing games. A staff member told us, “We have an activities team, but we also have time to sit with people, we play music, dance and sing with them. We play bingo and sometimes take people downstairs for coffee.” Another staff member told us they supported people with activities such as completing crosswords, painting, bowling and physical exercise.

The service was well-equipped with a games room, cinema, sensory room, hair salon, and a treatment room. We observed people having their hair done and some people were due to have their nails done in the afternoon. The service also had access to a minibus to support people on outings. A person told us they went to garden centres and local parks for a coffee.

Staff listened to and understood people’s needs and wishes. Staff responded to people’s needs promptly and acted to minimise any discomfort, concern or distress.

Throughout our assessment we observed staff were attentive and responsive to people’s needs and requests. We saw people had access to call bells and these were answered promptly by staff who were caring and supportive.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff were supported to complete a range of training appropriate to the needs of the people they supported. A staff member told us, “Things are much better now with the new manager. We get lots of training which helps me feel more confident in my job.”

Systems and processes were in place to support and value staff. For example, supervision, appraisals, staff meetings and staff surveys. This provided staff with the opportunity to provide and receive feedback. This was then used to help drive improvements to the service.