Templeton Place 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.

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.

All the people using the service and relatives of people we spoke with were complimentary about the care that they or their loved ones received. People told us staff were, “friendly”, “kind” and “approachable.” People were keen to tell us other support staff such as the housekeeper and the chef were also important members of the team. One person said, “The quality of the staff is the best thing about living here. [Registered manager] has done a wonderful job in recruiting the right sort of people for this place.”

Staff understood how to respect people’s privacy and dignity. One staff member said, “If someone can do some of the personal care themselves, I wouldn’t stand there and watch them, unless there was a safety issue. I always make sure the door and curtains are closed so no one can see in and then knock at the door before entering.”

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 were encouraged to maintain close relationships with friends and family, and people’s privacy was respected during visits. People were supported to attend religious services provided at the service by a visiting chaplain, and also at local churches and temples. There was a range of activities available for people to take part in if they chose to and these were advertised in a monthly newsletter. These included minibus trips twice a month, walking club, games and outside entertainers. On day 2 of our inspection, we observed a local wild bird conservancy trust visit with birds of prey to show people. This was well attended by people and visitors. One person said, “Some days are a bit quiet. I think [well-being coach] is gradually building activities up. It’s a very good chair based keep fit class and we have 2 outings a month. I’ve been on a boat trip, to the beach and a garden centre. They use a minibus company so we’re a bit limited on numbers but sometimes people meet us there with their relatives.” One person told us how they were supported by staff to write and publish their autobiography.

Some people chose not to take part in group activities. One person said, “I don’t really mix well but they check on me often and always tell me what’s happening.” Another person told us staff brought them their newspaper every day for them to read.

People had brought furniture and other items when they moved to the service. People told us they enjoyed having their own things around them.

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

Care plans we looked at informed staff how to support people to maintain their independence. For example, we saw in 1 person’s care plan step by step guidance for staff on how to support the person with their personal hygiene, describing which steps the person could do by themselves and when they needed staff to help them. One person told us, “I have a shower whenever I want one. I just tell the staff I want a shower and they help me, but I like to do my own hair, and they respect that.”

One staff member said, “[Name] had managed their tablets at home before moving here, and when [they] came here the stock counts were incorrect. I didn’t want to take away [their] independence, so instead of checking weekly we increased to 3 times a week. That way [name] is still doing it themselves.”

People’s relatives told us they were able to visit whenever they wanted to. We observed 1 person being supported to take a phone call from someone. They were given privacy to do this.

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.

We saw staff respond to a person who was upset and calling out by asking them to help them out with something and this was effective in reducing the person’s distress. On 1 occasion, we saw a person in the lounge area was coughing. Another person in the lounge asked if they needed help, and when the person indicated they did, the other person called for staff to assist. A staff member came quickly.

Records showed staff monitored people’s observations during ‘resident of the day’, and we observed staff interacting with a visiting professional. Records showed staff used a nationally recognised tool to assess people’s clinical condition if they had concerns about their wellbeing. The tool supported staff in knowing when to escalate concerns about people’s health. The clinical lead told us, “We use [name of tool]. We had a compliment from the hospital team where 2 staff went with someone to hospital. The staff there said our staff were spot on, so no need for the person to stay in.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff we spoke with said they felt supported by the provider. Staff were encouraged to undertake additional qualifications to support them in their development. There was a range of benefits for staff, such as an employee discount and reward programme, employee of the month and access to a free counselling service. One staff member said, “If someone does a really good thing, it’s mentioned in the morning meeting, mentioned in the Templeton newspaper, and praised on our Facebook page. The management do birthday cards for staff, and nurses’ day was celebrated for [clinical lead]. You do feel you’re valued here as a person, it’s a nice place, otherwise, I wouldn’t want to be here.”