Fleetwood Heights

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 65 (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.

We observed positive and meaningful interactions between staff and people using the service. Staff demonstrated a consistently kind, caring, and compassionate approach. They took time to engage with people in a warm and respectful manner, speaking with them patiently and listening to their views and preferences.

People were treated with dignity and respect. We saw staff knocked on doors before entering rooms, addressed people by their preferred names, and offered reassurance and encouragement where needed. People said staff treated them with respect and ensured their dignity was maintained.

People spoke highly of the staff describing them as kind and caring. Comments included, ‘The staff are like a second family for me. They know so much about me.”

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.

People’s care was individualised and tailored to meet their needs and preferences. One person said how much they appreciated staff ‘taking their time’ when providing care and support and said staff ‘checked in frequently’ to make sure they were okay.

Staff knew people well as individuals and supported people to do the things they enjoyed. For example, people told us about the one-to-one activities they took part in, which included pampering sessions, playing cards and dominoes and making scrapbooks. Staff were sat in the garden with 1 person, who liked being outside whatever the weather. The person said, “I just like sitting here with the fresh air on my face. It’s lovely.”

Relatives were happy with the visiting arrangements. They told us they could visit at any time and were able to take their family member out.

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, treatment and wellbeing.

There was mixed feedback from people about how much choice and control they had over their daily lives. Some people felt they didn’t have much control over their day-to-day care as they were reliant on staff availability. Others, who were more independent, felt they could do what they wanted when they wanted.

Comments included, “I can choose what to wear and what to do during the day. I’m often told it is time for bed, but sometimes I don’t want to go but don’t feel I can say that” and “I can get up and go to bed when I’m ready and can have a shower when I want, usually every day.”

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

People said staff generally came promptly if they rang for assistance. However, 1 person told us, “I have a bladder problem and when I need to go to the toilet I need to go then. Sometimes I wet myself because the staff don’t respond quickly enough for me.”

We saw sensor equipment was in place for some people and others had call bells to hand to alert staff. We observed staff were responsive to people needs. For example, a staff member responded promptly to 1 person who was anxious and distressed, staying with the person providing comfort and reassurance until they were settled.

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 they enjoyed working at Fleetwood Heights and felt supported in their roles.

Comments included, “Really enjoy working here. Nurses are very good and management are supportive” and “There’s been a lot of changes, but we’ve got a good staff team now and we all work together.”

Records showed staff received regular supervision and an annual appraisal.

Recognition initiatives were in place to show appreciation for staff efforts. This included an ‘Employee of the Month’ scheme which acknowledged individual contributions and celebrated achievements.