St Martin's Residential and 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.

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 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. One person said, “I can’t praise them enough, everyone comes in and says hello.”

Staff showed a patient, and compassionate approach to people, and it was clear from observing staff engagement with people that they knew them well and were focussed on people’s happiness and well-being.

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 registered manager had recently recruited a member of staff who would be responsible for activities. In the interim staff told us they provided activities such as quizzes and spent time sitting and chatting with people. External companies also provided activities once a week which included movement and exercise sessions.

Staff were aware of people’s likes and dislikes. For example, 1 person liked to watch rugby. The registered manager had arranged for the person to attend a recent match which the person told us they had enjoyed.

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

People told us staff were attentive, taking time to listen and be with them.

Relatives said they were able to visit at any time. We observed visitors being made welcome and able to join people in the dining room.

During lunchtime we observed people were shown the 2 lunch options to enable them to choose which meal they preferred.

We observed kind and meaningful interactions between staff and people, which showed staff respected and valued people using the service. Staff knew how to communicate with people, using their preferred names. Staff were respectful with people and when talking about those they supported.

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 did not always direct staff on how to support a person who repeatedly called out.

Calls bells were used to alert staff that a person required assistance. The registered manager monitored the time it took staff to answer to ensure people were not waiting for long periods of time. The majority of call bells were answered within 3 minutes, this meant people were not waiting long for support. However, we heard 1 person calling out repeatedly, and we observed staff did not always go into the person’s room to provide support and reassurance on every occasion. Their care plan did not direct staff on how to manage this behaviour.

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

Staff spoke highly of the management team and stated they felt supported. Staff told us the registered manager was “approachable”, and the regional manager visited regularly and talked with staff.

Staff had a nominated representative who attended the organisation’s staff forums and shared colleagues’ experiences.

New members of staff had support from a “buddy” during their induction. The buddy offered advice and guidance to ensure the staff member was provided with additional support.