Burley Hall Care 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 service under this provider. 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 were warm and welcoming to colleagues from other organisations and were very caring in their approach with people. Comments included, “They are tremendously kind, they are charming people. The ones in purple are the cleaners and they always say hello” and “They are kind and very pleasant. They do listen to me and do what I need.”

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. The home ensured people’s care plans were person-centred and people were involved in planning their care around their preferences. Comments included, “I have been here a while, they know what I like and what I don’t. They respect that.”

The provider and staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Comments included, “It’s always important to ensure people still have their independence and choice, even when supporting people to get dressed I ensure they choose what they want to wear “and “At meal times, I ask people what they want and if they are unsure I will show them the meals and they will then choose what they would like.” We observed 1 person who didn’t want what was on the menu and voiced they would like an omelette for their lunch. The kitchen staff ensured the person had an omelette for lunch.

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. One person told us how their relative was at risk of pressure damage and had experienced previous pressure sores. They told us, “Since coming to home they monitor their skin very well. The nurse is exceptional at ensuring that any redness is responding to immediately. They have not had any sores again since coming here.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider carried out regular team meetings and supervisions for staff. The manager told us they had recently started working with the local authority to enrol staff on some enhanced training to support the delivery of good care. They also told us they encouraged staff to enrol on to health and social care qualifications to empower them and support them to deliver person-centred care.