Shottendane 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 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. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives told us staff treated them with kindness and respect. One person said, “The carers are great. They pop in whenever they are passing and chat with me. They are nice.” A relative told us, “They are always careful and pleasant with loved one.” Another person commented, “They are kind and seem very good and try to please my loved one who can be very demanding.” Although 2 relatives mentioned some are better than others. One said, “Some of the care staff are incredible and wonderful. Some of them are less emotional and abrupt.”

We observed lots of positive and kind interactions between people and staff. Staff showed people kindness and consideration in the way they treated them and cared for them. They listened to people with interest.

We saw staff knock on people’s doors before entering. Staff supported people with their personal care and toileting needs behind closed doors. People looked clean and they were appropriately dressed.

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.

Care plans included detailed information about people’s backgrounds, histories, likes, dislikes, and preferences, as well as their social, cultural, sexual, and religious needs.

Rooms were personalised with familiar items and photographs of loved ones to create a personalised space. Staff understood how each person preferred to be addressed and consistently respected these preferences. In one instance, a person was supported by staff from a similar cultural background to ensure their care reflected their individual needs.

Staff also supported people to maintain relationships that were important to them. A relative shared how the service enabled them to spend quality time with their loved one at the home. They described how staff arranged and celebrated their wedding anniversary, saying: “It meant so much to us. I come here every day to be with my loved one. The staff don’t just care for my loved one—they care for me too.”

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

Care plans highlighted people’s ability, what they can do for themselves, and what they needed support with. We observed people were given a choice about their day-to-day activities and where and how they wanted to spend their day. Staff gave examples of how they promoted people’s independence and choice. One staff member said, “I encourage residents to do as much as possible for them self, even if it is something small like washing their hands, picking up something and lifting themselves up if they can.”

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

People told us that staff responded quickly when they used their call bells. One person said, “I use my call buzzer and they come. I just asked one of the carers to bring me a banana not long ago, and here it is.” A relative commented, “The carers come around and ask what we want. Sometimes I go to them, and they listen to my request.”

Throughout our inspection, we observed staff responding promptly to people’s needs. They were alert, attentive, and acted in a kind and respectful manner. For example, we saw staff reassuring a person who was distressed and agitated by engaging them in activities they enjoyed and sitting with them to chat. In another instance, when a person reported they were experiencing pain, staff offered analgesia, provided comfort, and checked in to reassess the situation, ensuring the person remained comfortable.

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 their well-being was promoted. One staff member described the support they had received from the service to cope with their current circumstance. They told us they got the support they needed. For example, they were given flexibility when planning the rota to accommodate their family and personal circumstances. They commented, “They have been very supportive and that has allowed me to continue to work.” A staff member told us they were supported in managing their workload by being given a designated day to catch up on administrative tasks.

Staff were scheduled to take regular breaks during their shifts, and they were encouraged to take their day off work and annual leave when due.

The provider had systems and processes in place to support staff well‑being, such as an employee assistance programme and training and development opportunities. An Employee Assistance Programme (EAP) is a company-funded benefit that offers confidential support and resources to employees experiencing personal or work-related challenges