Rose 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.

This is the first assessment for this service. This key question has been good.

This meant people were supported and treated with dignity and respect.

This service scored 65 (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 did not always respect their privacy around confidentiality.

We found people’s confidential records were kept insecurely in an open bookshelf in the kitchen/dining room. The team leader confirmed that all visitors to the service also use the same space when visiting their loved ones. This meant people’s sensitive information was easily accessible to visitors and confidentiality was not maintained.

Although they were aware that people’s information should be kept securely, they were unable to say why the records were there. On the second of our visit, we noted confidential records were being kept securely in locked cupboards and all confidential records from the kitchen/dining room had been removed.

People received support from staff who upheld their dignity and respected their individuality. Staff had established positive relationships and demonstrated kindness and patience throughout their interactions and support. A person told us, “The staff are good.” A relative said that the staff are caring.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences.

Staff had a good understanding of the care needs of people they supported and knew what people did and did not like and what support they needed. People were happy with the way staff cared for them. However, we found people’s needs were not fully met due to lack of guidance for staff to follow around risks, medicine management and people’s individual care needs.

Throughout our visit, we observed positive engagement between staff and people, demonstrating staff’s good understanding of people and the care and warmth shown in their interactions.

The provider promoted people’s independence and choice.

Staff supported people to maintain their independence where possible. For example, people were encouraged to dress themselves when they were able to do so.

People were able to make choices about their day-to-day care for example, if they wanted to have a wash instead of a bath or shower.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were able to quickly recognise when people needed urgent help or support and acted accordingly. For example, they would contact the GP if they observe a person showing signs of an infection.

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

The provider promoted an open culture in which staff were encouraged to raise concerns and engage in open dialogue, ensuring they felt supported and valued. A staff member told us, “I can talk to the manager, and I do get support.”

The provider ensured staff received appropriate support, enabling them to make informed decisions and deliver care tailored to people who used the service. Staff completed an induction programme and received ongoing training to equip them with the skills and knowledge required to meet people’s needs.