Olivemede

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 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 relatives mostly spoke positively about the care provided comments included. “The care is first class, they understand them. It gives me peace of mind.” “The care and responsiveness has improved with the new manager.” And, “They spend most time in their room and isn’t checked on and is often missed from the tea round.”

We observed staff involving people in the care being provided by clearly explaining what was happening and what to expect next. For example, a staff member explained to a person that how they were going to support them to their chair giving the person time to prepare in the move. This approach helped people feel informed, respected, and reassured during care interactions.

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

Whilst there was an activity plan in place and people were able to choose which ones of the group activities they wanted to join in with, it was the same things each week and was not fully visible and only available on the notice board downstairs. We saw little evidence of activities that were offered on an individual basis. One relative told us, “[Name] like quizzes, music and going into the garden.” Another relative said, “I don’t know about activities, [name] is able to go outside for a cigarette, but I don’t know if they are encouraged to take part in any activities. The old managers used to take residents out, but the new one doesn’t.”

Care plans contained clear information about people’s individual choices and preferences regarding how they wished to receive their care. Staff had access to guidance on meeting each person’s cultural, social, and religious needs. This ensured that care was delivered in a respectful and inclusive way, supporting people to maintain their identity and beliefs.

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.

One member of staff said, “I know the residents well, and know what they like. We ensure we respect them all.” However, the registered manager needs to ensure this approach is fully understood and embedded by all staff. We observed a member of staff entering the lounge and not speaking to anyone. On another occasion the TV was turned off and the radio put on without asking any of the people in the area.

People told us that visitors were welcome at any time.

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.

People told us and we observed that call bells were responded to in a timely way. We heard staff checking on people to ensure they had what they needed. People seemed at ease with the staff who supported them.

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

Members of staff were well supported by the management team. They had regular supervision, team meetings and training. One member of staff told us” We have great support from the management team.”