St Margarets Care 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.

At the last assessment the service was in breach of the legal regulation in relation to dignity. This key question was rated inadequate. This assessment found improvements had been made, and the provider was no longer in breach of the regulation. At this assessment the key question 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 the last assessment we found the provider did not always treat people with kindness, empathy and compassion or respect their privacy and dignity.

At this assessment the provider had made improvements in how staff supported people with kindness, respect and dignity. We saw positive, caring interactions throughout our visits, and people told us they felt well treated by the staff who supported them.

Staff approached people gently and with patience. We observed staff knocking on people’s doors before entering and waiting for a response. This showed respect for people’s personal space and helped promote their dignity.

We also saw staff offering emotional support in a warm and personalised way. When people appeared worried or upset, staff took time to sit with them, speak calmly, and provide reassurance. Staff knew people well and understood how to comfort them in ways that suited their individual needs and personalities. One person told us they were hard of hearing and aids were not suitable, but staff spoke loudly and clearly to the person which meant there were no communication issues.

People who required a soft diet, due to their risk of choking, were now provided with dignified support, and this included their meals being appropriately presented. Staff were more aware of how their actions affected people and were confident in using a more respectful and person-centred approach.

At the last assessment the provider did not treat people as individuals or make sure people’s care, support and treatment met their needs and preferences. They did not take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

At this assessment the provider had made improvements in how people were treated as individuals. Staff had a better understanding of people’s preferences, personalities and what mattered to them, and this was reflected in day-to-day interactions and updated care plans.

People were referred to by their chosen name, and staff used terms of endearment only when this had been discussed with the person and clearly recorded within their care plan. This helped ensure language used was respectful and in line with each person’s wishes.

People were encouraged to personalise their bedrooms with items such as photos, ornaments and decorations that reflected their identity and interests. This helped people feel more comfortable and at home in their surroundings. The television signal at the care home had improved, and the provider took action to improve internet availability for a person where this was important for them.

Staff also recognised and supported people’s individual hobbies and interests. We saw examples of staff playing people’s favourite music, involving them in activities they enjoyed, and adapting support to match their likes and dislikes.

At the last assessment the provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care.

At this assessment the provider had made improvements in helping people have more independence, choice and control in their daily lives.

A new activities co‑ordinator had begun working at the care home, and people were being supported to engage in meaningful activities. One person told us the new activities co-ordinator had spoken to people to find out their interests and how they would like to spend their time.

We saw people taking part in activities that mattered to them and reflected their interests. This included physical activities that were adapted to suit different levels of ability, allowing everyone to take part in a way that was comfortable and safe for them. Staff also supported a range of games and group activities, helping people stay active, stimulated and socially involved. One person’s relative told us, “[Person] has good interactions with the activities. [Person] particularly enjoys painting.”

The service had increased opportunities for people to be involved in community and social events. Entertainers visited the care home, and people were encouraged to join in if they wished. During 1 of our visits, staff had arranged for members of the community to sing carols, people joined in and were supported to take part in enjoyable and familiar activities.

These improvements helped people have more choice in how they spent their time, and staff supported people respectfully, giving them control over their own decisions. One person told us, “Staff are very helpful.” A person’s relative told us, “I am still very happy with [the service]. [Person] gets on well with the staff and is quite happy with the help they give [person]. I can’t fault anything.”

At the last assessment the provider did not listen to, or understand people’s needs, views and wishes. Staff did not respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Since the last assessment the provider has made improvements in how they respond to people’s immediate needs. Staffing levels and deployment had been reviewed, and there are now enough staff available at the right times to support people promptly. During this assessment, we saw staff responding quickly when people used their call bells, as well as when people verbally called for assistance. People told us they felt confident staff would come when needed.

Managers introduced clearer arrangements for placing staff where they could be most effective. This helped ensure support was available throughout the day without unnecessary delays. Staff were visible, attentive, and aware of what was happening around them, which reduced the need for people to wait.

We also saw improvements in how staff communicated with people. Staff asked meaningful questions before offering support, helping them understand what each person wanted or needed in that moment. They offered choices in a way that encouraged people to remain as independent as possible, such as asking how they wanted tasks completed or whether they preferred to try something themselves first. People told us they appreciated being asked rather than having decisions made for them.

At the last assessment we found the provider did not promote the wellbeing of their staff. They did not support or enable staff to deliver person-centred care.

Since the last assessment, the provider had made improvements in supporting the wellbeing and development of staff. Staff told us they felt more confident in their roles because they were now familiar with the provider’s policies and procedures. The provider had taken steps to ensure these documents were accessible, and staff confirmed they had received guidance and opportunities to discuss them in team meetings and supervision.

As a result, staff were clear about their responsibilities and what was expected of them in their daily work. This helped create a more consistent approach to care and improved teamwork. Staff said they felt better equipped to carry out their duties and more able to support people safely and effectively.

Staff told us they felt supported by managers, who were approachable and available when needed. They described an open culture where they could raise concerns, ask questions, and seek help without hesitation. This contributed to a more positive working environment and helped staff feel valued. We found staff were more confident in their roles, and this benefited them, and the people they supported.