Ferndown 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; and involved as partners in their care.

The service was in breach of legal regulation in relation to respecting people’s privacy and ensuring people receive compassionate and dignified support at all times.

This service scored 70 (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 treated people with kindness, empathy and compassion. However, people’s rights to privacy and dignity were not always respected by staff.

We observed areas of concern during the inspection, with regards to dignity and privacy. Soon after arriving at the service, we spoke to a person laying in their bed with remains of food visible on side of their face, neck, chest and night clothes. They told us they had breakfast supported by the night staff. We reviewed their care plan which stated they needed full assistance from staff with food and fluids. We raised this with the nurse on duty who immediately instructed care staff to attend and support the person with personal care.

We also saw confidential information about people’s healthcare conditions and support needs displayed on the outside of wardrobes in their bedrooms clearly visible to any passing by visitor due to their bedroom door being kept open. We raised this with the manager, who took immediate action to move people’s personal information to the inside of their wardrobes for staff reference.

We also observed the routine use of beakers with spouts, which were not always outlined in people’s care plans, not always risk assessed and not in line with instructions on safe swallowing plans from speech and language therapy team. This meant people were at risk of harm or not having all their needs met.

Staff developed positive and caring relationships with people, and this was reflected in the feedback we received. People told us they felt comfortable and well supported by staff. Most relatives confirmed. One relative said, “There are some really lovely considerate, caring staff and there are some that seem to not know what they are doing. There is a nice, warm, welcoming atmosphere if the right staff are there. It feels comfortable.”

However, staff did not always treat colleagues from other organisations with kindness and respect. One professional told us their experience with staff was not always positive when they visited and they did not always feel welcome. Their professional instructions were ignored by staff on duty and staff expected them to supervise a person during a mealtime in their bedroom with no staff member present due to risk of choking. This meant staff not always followed guidance from healthcare professionals which put people at increased risk of harm.

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.

Care planning was person centred and reflected people’s backgrounds and diverse needs. Each person had a care plan developed in collaboration with them and others important to them. People’s care plans were detailed, and person centred.

People were supported to maintain what was important to them, including regular visits from family and friends. People told us staff understood their needs well, respected their choices and provided care in a way that suited them. One person said, “They know me well. They organise taxi for me when I want to go out”.

Staff knew people well and understood their backgrounds, preferences and what was important to them. Staff we spoke with described what people liked, how they responded to support, and what motivated them, and made them happy, in their daily lives. Staff spoke warmly about the individuals they supported. A staff member told us, “I feel the team know the residents well and provide care that is based on their individual needs, preferences, and wishes.”

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 to maintain as much independence, choice and control over their daily lives as possible. This included people’s preferences in relation to the staff who provided their personal care and support. People told us they could choose how to spend their time and whether to engage in activities. A person told us, “I prefer to spend time in the garden on my own. I’m not into activities, never was".

Staff encouraged people to make their own decisions, from everyday preferences to wider aspects of their care. People were offered options, listened to, and empowered to do things for themselves Staff supported people to maintain aspects of their identity, including relationships and beliefs. One staff member commented, “We support people to be as involved in decisions about their care as possible and respect their choices. Residents are encouraged to make choices about their daily lives, such as what time they get up, what they wear, where they spend their time, and what activities they would like to take part in.”

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.

Care plans under the ‘Emotional support’ section offered person-centred guidance for staff on how to meet people’s emotional needs. This enabled staff to recognise distress and discomfort at the earliest stage and respond promptly when people’s needs changed. Staff told us they felt supported and confident to support people when they were distressed. We observed staff responded quickly to people’s immediate needs throughout our inspection and supported them in a timely way. Staff responded to call bells quickly and were responsive to people who were displaying anxiety or in distress. We heard words of reassurance and encouragement from kind and patient staff, who took time out to sit with people until they were calm.

People and their relatives spoke positively about staff’s response to their immediate needs. Comments included, ”[My loved one] likes to press the bell when [they] don’t need staff but I’m happy with how they respond.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
All staff confirmed they felt supported and appreciated by the management team. Staff felt valued, listened to and had access to support if they needed it. Staff had opportunities for supervision, feedback and open discussion. The provider had an ‘employee of the month’ rewards programme. Each month a recognised staff member received a certificate of recognition, a personalised memento with their name and a monetary gift voucher as a recognition of a good performance. A staff member told us, “I feel valued and supported. Every month we have employee of the month recognised by the management. I have received this [reward] twice now and l was given a present as appreciation. This motivates and encourages us.”

Staff worked well together and demonstrated a good understanding of people’s needs. A staff member told us, “The team is very supportive, and there is a strong sense of teamwork. Residents are at the centre of care, and staff genuinely care about their wellbeing.”