Acton Care 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 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 families told us staff always treated them with kindness and respect. People using the service commented, “The staff are really good, so kind and supportive.” Another relative told us, “[Relative] says everyone is very nice, very kind and pleasant”.

The atmosphere throughout the whole service was cheerful, relaxed and supportive. Staff interacted with people in a kind, respectful and caring manner. Care plans were detailed and clearly written. The language used to describe people’s care was respectful.
 

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 relatives told us this and the records we viewed confirmed that.

People’s relatives told us staff were kind and supportive. One relative commented “the carers are brilliant more like friends than carers to me and to my [relative], they ask [relative] what they want to do , they come into my relatives room to see [relative], they couldn’t be more helpful or more kind”

Two health professionals who were visiting the home at the time of our assessment told us staff are always polite.

Staff had completed training about equality and diversity, and we saw they consistently treated people living in the home, visitors and each other with respect.

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

People received person-centred care tailored to their individual needs and desired outcomes. Staff supported individuals to make their own choices and be actively involved in decisions about their care. People spoke positively about the activities and daily trips offered including yoga, pet therapy and games.

Relatives confirmed people had choice and were involved in the planning of their care. Feedback received from relatives included, “[Relative] does their own care plan and has a book in their room with all their likes and dislikes and what they like to do” and “We did the care plan for [relative] but really they have been so supportive and they have adapted everything to what they need, they are so responsive and helpful.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded to people’s immediate needs. People told us staff attended call bells promptly and were available when needed. A person told us, “Staff are very good. They are here when I need them”. We observed staff being attentive and responsive to people’s requests.

The registered manager had detailed knowledge of people living in the home and this was disseminated throughout the team of nurses and staff. This help to ensure that people’s care needs were responded to efficiently and their care plans were updated and shared in a timely manner.

The provider supported staff wellbeing. Staff took part in regular meetings with their manager, undertook a range of training and could access additional support organised by the provider. For example, confidential helpline services.

All staff spoke positively and enthusiastically about their jobs. They gave high praise for the leadership team and told us they worked well together. They said they felt very well supported by managers, colleagues and the organisation’s processes. A member of staff told us, “Definitely, a strong team from top management, leadership down to junior staff. Director Service and regional manager is approachable.” Another member of staff told us the best thing about working at this service was teamwork and support from management. They said, “We have a good team to help each other, no-one is biased, no racism.”
All staff said they had the training needed to do their jobs well and training records confirmed this.