Silverbirch House 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 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.

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.

We observed kind and caring interactions between staff and people throughout our visit, and it was clear there were good relationships within the service. Staff showed respect, such as when 1 staff member went to each person’s room, knocking to explain there was about to be a fire alarm test and there was nothing to worry about when they heard the alarm.

People said staff were kind to them. Comments we received included, “Staff are lovely. They do everything you need. They can’t do enough for you” and “They’re brilliant, absolutely brilliant. Very, very kind and we laugh.”

Relative’s we equally positive, telling us, “They are caring and approachable and treat her with such respect and dignity” and “The carers hit the right level, they are kind and jolly and they listen.”

Staff recognised people’s need for privacy. A staff member told us, “I introduce myself, knock on the door, ask what they would like. I shut the curtains and the door to the room (when carrying out personal care).”

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

Staff treated people as individuals. A staff member told us, “I like to make sure we are treating everyone the same. Just because they have dementia people don’t forget everything.” A relative told us, “We specified when she arrived that she’d like female carers to do personal care and she gets them.”

Staff knew which people preferred to have their meals in their room and people’s individual routines. This included where we observed a person in their room asleep with their curtains drawn after breakfast. A staff member told us, “He has been up but he always likes a sleep after breakfast with his curtains closed.”

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 retain their independence. A relative told us, “They are good and working with mum. She has her own mind. They provide the opportunity for her to be independent.” Another said, “She loves to use the spa bathroom. This is such a luxury and she absolutely loves it, using it 2 or 3 times a week.”

People were able to make their own decisions. We heard staff asking people where they would like to have their lunch, or whether they would like to join in the activities. We heard 1 person, who was sitting outside of the dining room, being asked if they wanted their lunch. The person said they wished to be by themselves so the staff member asked if they would like their lunch brought to them where they were sitting or to their room.

During lunchtime people were being offered a choice of 2 meals. One person did not like the starter they had chosen so a staff member fetched them the alternative to try. To assist people living with dementia to make their own choices, show plates were used to aid their decision-making.

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.

People felt staff responded to them in an appropriate way. One person told us, “I used to walk around the garden twice a day. Since my last turn I haven’t been able to, but they (staff) take me out in my wheelchair.” Another person said, “The girls are very good and helpful.”

Staff took notice of people and were proactive in their response. One person had a cup of tea beside them and when staff spoke with the person, they noticed that the person’s tea was cold. The staff member immediately offered the person a fresh cup.

This same person was being gently invited to join people in the dining room for their lunch. It was clear the person was struggling to understand what staff were asking them and staff showing patience and kindness whilst helping to ensure the person had something to eat.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The registered manager cared about their staff team. The registered manager told us, “Supervisions are so important, as well as appraisals. But also, staff can come to me for anything. We run a staff ‘Your Voice’ survey and the most recent results for 96.4% positive feedback. We got the highest score in the region.”