Park House

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 inadequate. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect and were involved as partners in their care.

The provider was previously in breach of legal regulations in this key question. This related to dignity and respect. The provider has made enough improvements and the service was no longer in breach of the legal regulations.

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 and relatives, we spoke with were happy with the support they received. One person told us, “[Staff member] is absolutely brilliant they always help me.” Another person told us, “It’s ok here the staff are alright.” A relative shared with us, “It’s brilliant now, since [staff member] came on the unit, it’s just brilliant.” We observed people being treated kindly by staff who knew them well. We observed staff knocking on people’s doors before entering their rooms. One staff member told us, “I would happily put someone I care for in this home.” We reviewed feedback which had been shared with the Local Authority. One person stated, “This is the only place I have stayed as the staff are really nice, and I feel like we are family.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Care plans recorded people’s personal cultural, social and religious needs. People’s dietary preferences were recorded within care plans; this included their likes and dislikes. There was a bible group that attended the home and people who wanted to attend could.

People had communication care plans in place to guide staff on how best to support people who had difficulties in communicating verbally. The provider ensured there was an easy read version of the service user guide. The manager told us if required, documents could be translated into another language if English was not the person’s first language.

We observed people’s bedrooms to be personalised, and people were encouraged to bring items in if they wished.

People were encouraged to maintain independence through various supports. Examples shared with us included, a person assisting with laundry tasks, this promoted daily living and provided opportunity for positive interactions with people and staff. Another example included the sourcing of a new wheelchair for one person, enabling improved community access and the opportunity to pursue personal interests. The provider employed activity coordinators to ensure people were given the opportunity to engage in social activities preventing isolation and promoting independence. People were encouraged to help in the devising of the daily menus, the kitchen staff captured people’s views and opinions and implemented new menus frequently. One person shared with us, “They [staff] go out of their way to get in what we want and if we don’t like the meal, they ask us, what do we want.”

Staff responded to people’s needs in a timely manner, we observed call bells being answered quickly and people receiving support when they required it. We observed people receiving support with their meals during mealtimes. A visiting professional shared with us, staff were visible and always responded to any requests for support or information. Staff knew people well and could anticipate their needs.

The provider cared about and promoted the wellbeing of their staff. The manager told us they encouraged their staff to take time off when it was needed and breaks were encouraged. Staff were involved in decision making about the environment, this involved the colour scheme. There was a suggestion box in place for staff, relatives and people to share feedback. The manager reviewed this and where possible acted on the suggestions. This included removing the CCTV that was in the staff room. Staff told us they felt listened to and could approach the manager at any point. Comments included, “They [management] are so supportive, I can go to them with anything” and “Manager is approachable.”