Clifton Gardens Resource Centre

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 service involved people and treated them with compassion, kindness, dignity and respect.

The last rating for this key question was requires improvement. At this assessment the rating has changed to 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.

At our last assessment, we found that staff interactions were sometimes task-based. At this assessment, we found improvements had been made.

Staff treated people with kindness, compassion and dignity. People and their relatives told us they had good relationships with staff. Their comments included, “Staff are incredibly supportive and know my relative well”, “Staff are extremely nice” and “My relative is treated well. The staff are very caring and look after [person].”

We observed staff being friendly, considerate and caring. They approached people in a kind way. Staff and people shared jokes and sat with each other to talk about things that interested the person. When people needed support, staff intervened in a respectful way and offered them choices. Staff used people’s preferred names. Staff praised people and complimented them on how their looked and the choices they made.

Staff treated people as individuals. Information about people’s individual needs and life histories was recorded within their care plans. Staff knew people well and were able to tell us about their personalities and interests.

People were supported to celebrate their religion and culture. Some people did not speak English as a first language. We heard staff interacting with them in their language. People told us they were supported to attend places of worship or took part in services at the home. A room was assigned for multifaith prayer and religious services were streamed on television for different faiths.

Staff organised celebrations for religious festivals and special events such as Mother’s Day and Father’s Day. People’s families were invited to take an active role in these and share celebrations. People’s birthdays were celebrated, and the activities coordinator organised for photographs and personal histories from the person’s lives to be shared with others (when this was their wish) to celebrate their achievements and lives.

At our last assessment, we found people were not always offered choices. At this assessment, we found improvements had been made.

People explained they were able to make choices and these were respected. Their comments included, “I can go out whenever I want”, “I can choose to stay in my room or go downstairs” and “We get a choice about when we get up or go to bed, what we eat and where we want to be.” We saw people being offered different meals and drinks. People moved around the home without restriction. We saw people spending time in different areas of the building and garden.

People were supported to be independent when they wanted and were able. They described how staff encourage them to do things for themselves. Care plans included information on people’s skills and when they wanted to be independent.

The provider employed a member of staff who planned, coordinated and facilitated different social activities. They arranged special events and a daily schedule of different activities. They were supported by a group of volunteers. People told us they enjoyed the different activities which were offered. Comments from people included, “The activities coordinator is a really interesting person to speak with. [They are] always interested in me and what I want to talk about”, “I do arts and crafts and there are loads of things to join in if you want” and “No one is forced to take part. But everyone seems to enjoy different activities.”

Staff responded to people’s immediate needs. People using the service and their relatives confirmed staff were responsive when they became ill. A relative described a time when staff were particularly responsive to meet a person’s needs.

Staff monitored people’s health and wellbeing and alerted external professionals when they identified concerns. An external healthcare professional commented, “I think staff have become very good at recognising deteriorating patients and flagging this.”

The provider supported staff wellbeing. Staff told us they felt well supported. Their comments included, “The manager is approachable”, “Managers and senior staff are always asking me if I am ok and guiding me about how to handle situations. I am happy” and “The office door is always open, and the [registered] manager comes out into the home to support us.”

The registered manager told us they had reviewed how the organisation supported staff and made improvements to help staff feel more valued. They explained that every month they organised for prizes to be awarded to staff who demonstrated the organisation’s values. They offered staff weekly drop-in sessions to discuss any issues staff had and to ask for support if needed.