Tenlands 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 service under this provider. 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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A person told us, “The staff are lovely.” A relative said, “My family member has lots of visitors. We always feel welcome and can come at any time.”

During our visit we saw numerous examples of kind and compassionate care being provided, with staff treating people with dignity and respect. People looked happy and relaxed in the company of staff.

Staff 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. Documentation was individualised, person-specific and guided staff on how to support people in the way they needed and preferred. People and relatives felt the care provided was good.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff explained things to people in a way they understood, seeking their views and respecting their decisions. Staff supported people to be as independent as possible, without compromising their safety. A relative said, “I feel my family member’s dignity and independence are respected. The staff are excellent.”

People told us staff listened to them and respected their choices.People were supported to lead the lives they wanted, and their rooms were personalised and decorated in line with their choices. Care plans contained personal information staff needed to provide care and support to meet people’s needs and preferences.

There were a variety of group and individual activities available for people. People told us they enjoyed the activities.

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 noticed when people were anxious, unwell or distressed and took prompt action, including contacting health professionals and updating families. We saw one particular occasion when a person became distressed during a mealtime. Staff supported this person discreetly and in a way which maintained their dignity.

Staff worked flexibly and prioritised people’s individual needs rather than following rigid tasks. Staff worked closely with families and professionals to make sure people were comfortable, and care plans were updated as required.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The manager had a number of systems in place to support and engage with staff. There was an open-door policy in the office and staff could access the office at any time to speak to the management team. Feedback from staff was positive regarding the support they received from the management team.A staff member told us, “I get all the support from the company and management team that I need.”