Trewartha 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 80 (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 demonstrated a compassionate approach with people. Staff showed warmth and respect during interactions, ensuring people felt valued and listened to.

People, relatives and health care professionals repeatedly told us staff were kind and caring. Comments from relatives included, “Staff are really nice, they treat [person] like the queen” and “They are lovely.” One professional felt the staff were “Really good.”

The service had a welcoming and positive environment. People were encouraged to retain and fully express their individuality and share their sense of humour with others. A person’s relative explained the staff “Know their relative.” We observed staff engaged in relaxed, friendly conversations, using humour appropriately and always maintaining privacy.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The registered manager and staff ensured everyone was respected as individuals, this included people that lived at the service, relatives and staff. One person spoke and read English, but this was not their first language. Staff had ensured the person’s care plan was translated to ensure they could effectively participate in their care planning. A member of staff ensured the person had access to a newspaper written in their first language so the person could keep abreast of what was happening. This meant the person was fully involved in their care and received information in a way they could understand from staff who respected them and their unique background.

The service demonstrated an inclusive environment for all nationalities that worked and lived at the home. A poster was displayed in the lounge with different flags, and the word ‘Hello’ was translated in different languages. Traditional foods from several different countries were also offered.

People’s religious needs were respected, and people could attend church service, 1 person’s relatives told us this was “lovely” and important to their relative. Religious events were also celebrated and 1 person stated, “Christmas is always wonderful here”.

Birthdays were celebrated and people told us the staff “Make a big fuss of birthdays” and relatives were invited to join in the celebrations.

Relatives felt the service was “Homely” and they were “Greeted in a very warm welcoming way.”

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

There was a range of activities available, and people spoke highly of the activity coordinator. People and their relatives were complimentary of the variety of activities available. These included quizzes, music sessions, and trips out. One person told us there was “always things going on. Residents that are not mobile are included. There is pleasure, you can see it on their faces.”

We observed 1 activity which was taking place in the lounge. People who were able to join in were engaged and appeared to enjoy the session. The service had smaller quieter areas within the home for people to sit quietly, read or watch television.

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.

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. Call bells were answered promptly, this meant people were not waiting long for support.

We observed staff were available to respond immediately to incidents. Staff were calm, acted appropriately and ensured people received assistance safely.

Needs were anticipated because staff knew the people who lived at the service. For example, if a person was distressed staff quickly supported the person in a kind manner which resulted in the person becoming calm.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they loved working at the home and “wouldn’t want to work anywhere else.”

Staff were supported during periods of illness. One member of staff told us they had been cared for by the team and was able to take regular breaks if needed. Staff said, “We all look after each other.”

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.

Supervisions and appraisals were carried out, and any concerns could be raised and addressed. Staff told us the manager held regular staff meetings, but there was also “daily catch ups” to ensure any changes were known.