Greenacre Park

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 Requires Improvement. At this assessment the rating has changed to 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 cared for people compassionately and with dignity. People and their relatives confirmed this. One person said, “The staff are a good and caring team. They are brilliant, nice people and talk to me all the time.” One relative said, “I feel that they are very nice and caring towards [name]. They are very patient as well and respond very well to all their needs the whole time.”

We observed multiple warm interactions between people and staff. Staff were consistently engaging with people according to their needs and supporting them to move around the service gently holding hands.

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’s plans of care held information about their social, cultural and religious beliefs and preferences Staff clearly knew people well and their preferences. They were able to recount information about people which matched the information contained within their care plans. One relative said, “Yes, absolutely they do. By nature, my relative knows their own mind and is treated like an individual person. The staff are very aware of how they like their daily life to be and support that well.” Another relative said, “Staff talk to us about [name] and how to support their dementia by ‘going along with them’ in their own world, and this had been very useful to them. Staff tell me this has had a positive influence on their life, and I have witnessed this too. I see the staff laughing and joking with them which clearly means so much to them.”

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

People were supported by staff who recognised the importance of independence, and as much as practicably possible encouraged them to achieve and maintain this daily. One relative said, “[Name] has significant communication needs attributed to their condition which reduces their ability to have full choice and control. However, they can make decisions about a lot of things and are able to tell staff what they do or do not want. Staff support them very well and don’t make choices on their behalf.”

We observed multiple interactions between people and staff which assured us people were at the centre of their lives. People’s rooms were decorated to their taste, they chose what they ate and drank, and how they chose to spend their time.

The provider listened to and understood people’s needs, views and wishes.

Some people at the service displayed frequent anxiety and distress associated to their conditions. Staff responded quickly to reduce their immediate needs using appropriate distraction techniques such as guiding people to quieter areas of the service or simply walking around the service or out into the local community. One relative said, “From the family's point of view [name] has never felt lonely or isolated here. There is always a person near to them who will ask if they are ok or they need anything. If [name] wants to speak to me or another family member they will always arrange for them to speak to us on the phone.”

Another relative said, “There is a member of staff with [name] 24 hours a day, so they are responded to quickly all the time. I’ve never had the impression that this doesn’t happen.”

We observed people’s call bells being responded to by staff promptly. When we reviewed records for call bell response times these confirmed attendance to people was consistently prompt.

An activities co-ordinator provided a range of activities for people including engaging with the local community and staff encouraged and supported people to participate.

The provider had made improvements to how they supported staff about and promoted their wellbeing.

Information and advice on mental health and stress was available. One staff member said of the improvements the provider had that they were like ’night and day’ when compared to previous managerial support.

Staff spoke positively of the support they received from the management team, who were visible, accessible and approachable. An onsite prayer room was accessible to all.

Staff received regular supervision and appraisals. The provider recognised achievements of individual staff through employee of the month awards.

Continuous development was recognised by the provider to support person centred care. Training was provided online and on site within a dedicated training room. External trainers were also commissioned to provide training on diabetes management, oral healthcare and mental capacity act training.