Outram Fields

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 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. People and relatives without exception told us that staff were kind, caring and treated people with dignity. People told us, “They knock before coming into my room and are mindful of when I am resting” and “The staff here are very nice.” Relatives told us they felt confident knowing their loved ones were cared for at Outram Fields and that people had been supported to feel at home and make new friendships, resulting in better outcomes for their well-being. Relatives told us, “My relative is happier now than they have been in a number of years, they have more friends than they did before, and I feel they have turned a corner. The team are amazing with my relative, they go above and beyond” and “The staff are amazing, loving. Every time we go out and come back staff always take an interest, asking where have you been, what have you been doing? My relative is welcomed back and is happy to be back.” We observed staff treating people with kindness and respect throughout the day. The home had a relaxed and friendly atmosphere, and people and staff appeared at ease in each other’s company.

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 service worked with people and their relatives to understand the detail of what was truly important to them and how to promote people’s confidence and well-being. Records evidenced that detailed assessment of people’s life history, preferences and important people were documented and used effectively by managers and staff to maximise people’s experience. People told us, “The staff are fabulous, they get my sense of humour” and “They do activities here, they are very good and cater for everyone.” Relatives spoke positively about the impact that the individualised care their relatives received had had on them. A relative told us, “I told staff all about my relatives love of physical activity, they always offer to take my relative out so they can go for a walk. At Christmas, staff bought my relative cards with yoga exercises on, it was the perfect present, and my relative uses them in their room. Before coming here socially my relative was alone and had low confidence, the staff at Outram Fields have taken all that away, they say it’s a godsend to live there, it has changed their life.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s independence was promoted by staff who knew people well and adapted to people’s communicating styles as needed. We observed staff taking the time to follow people’s preferences and staff gave examples of how they promoted people’s independence. For example, a staff member told us, “We have to encourage and respect people’s right to say no.”

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. Our observations showed staff understood how to respond to people’s needs, including when people had limited verbal communication staff demonstrated they knew people well and were adaptable to their needs.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff had access to training and supervision to support them in their roles. Staff told us they were happy at the service and felt supported by their manager. Staff told us, “I have nothing but praise for the registered manager, they go above and beyond to make me feel supported” and “The questions in our appraisal are tailored to be supportive, for example any personal issues or training needs.”