Archived: Kingswood Manor

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. At our last assessment we rated this key question requires improvement. At this assessmentthe rating has remained the same. This meant people were not always well-supported. They were however treated with dignity and respect.

This service scored 50 (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 were kind, caring and compassionate. Their comments included, “It’s amazing really, I get well looked after. They make me a coffee in my own coffee mug. I really like it here; “They’re so kind the staff, they are so good to my husband and when I come, I observe how they are with others too and they’re so good” and ““Staff are lovely”.

During our visit, we observed care staff supporting people in communal areas. Our observations of these interactions were positive. Care staff were attentive to people’s needs and chatted to people as support was provided. It was clear they knew each other well. Re-assurance was given as needed and there was a warm relaxed atmosphere.

Nursing staff were observed giving people their medicines. Nursing staff were respectful and patient, explaining to people what their medicines were for when they were asked.

People told us the registered manager was warm and caring. Their comments included, “The manager is lovely” and “[Name of manager] is approachable nothing is ever a problem, she is visible she is a blessing since the last manager".

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

Care staff spoken with were knowledgeable about people’s care preferences and wishes. It was obvious staff genuinely cared for the people they looked after. A visiting professional told us, “They [the provider] have recruited more nurses, [Name of nurse] is great they know the residents and treats them with respect”.

People’s social and recreational needs were supported by access to various activities and social events including, arts and crafts, bingo, visiting singers and themed events such as VE day celebrations. One person told us, “We get to play bingo, we played it this morning. I love the garden I coloured in some pictures and the staff put them up on the window for me. It’s amazing really, I get my hair done on a Friday, we get to go out.

Another person said, “[Name of staff] would do anything for you, she’s sympathetic she makes the time to make sure you’re ok and makes an effort with the activities and dresses the place up we’ve had Santa at the foyer now we have a celebration for VE Day”.

We found however people’s individual needs in respect of their health conditions and medicine requirements were not always met to ensure people received the care and treatment they needed.

The provider did not always promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Some people had difficulty communicating their needs and wishes verbally. Suitable communication tools were not always used or in place to enable them to express their needs in an alternative way. This was a concern at the last two assessments.

People were encouraged to keep in contact with those who were important to them so they could maintain important relationships. People were supported to spend time with their families and friends and told us they enjoyed the social activities available in the home.

People’s records contained information on what the person could do independently and what they needed help with. Records showed people were supported to be as independence as possible. We observed staff supporting people’s independence in communal areas with regards to their mobility and nutritional care.

The provider listened to and understood people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment and act to minimise any discomfort, concern or distress.

We found people’s individual needs in respect of their health conditions and the medicines they needed to support their health and wellbeing were not safely supported by nursing staff. This placed people at risk of discomfort and distress. For example, some people had not been given the antibiotics they needed to treat the unpleasant symptoms of infection. Other people had not received adequate pain relief to minimise pain or discomfort.

People told us they did not have long to wait if they wanted support from staff. They said staff were generally responsive, attending to them as quickly as possible when they pressed their call bells. Records showed GP advice was sought in a timely manner when people fell or were unwell.

Staff told us if they had any concerns about people’s health or wellbeing welfare, they reported these directly to the nurse on duty to act on. We observed staff supported people quickly when they became upset or needed support to minimise any distress or concern. For example, we saw a staff member comforting a person who was upset in a calm, compassionate manner, talking to them quietly and providing re-assurance.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.