Ladden View

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. 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 relatives told us staff were kind, caring and helpful. Comments from relatives included, “Everybody is really friendly and kind to her. The staff have a basic respect for people; they don’t treat her like a child. She’s always saying to me how nice and kind they are to her” and “The staff are cheerful and caring. They genuinely seem to be interested in the residents and they seem to know [relative’s name] and the things that are important to her.”

We saw staff interacting with people in a warm and kind manner. People appeared comfortable and staff chatted, laughed and sang with people. This helped promote wellbeing and social connections. Professionals noted, “Staff are always happy” and “They are all really friendly, very approachable, very caring.”

Staff told us they always aimed to treat people with kindness and compassion. One staff member described how they protected a person’s dignity by providing reassurance and positive encouragement to support them in a respectful way when getting dressed.

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 told us staff listened to them and respected their wishes and preferences. Relatives felt staff had spent time getting to know their family member and knew them well.

People were encouraged to express their identity and follow any spiritual and religious beliefs in ways that were meaningful to them. Staff respected people’s chosen identities, such as their preferred names and personal appearance choices, and supported people to practise their faith where this was important to them.

Care records contained information about people’s needs, interests and life histories. This helped staff provide personalised care. Staff met people’s preferences wherever possible, for example regarding the activities provided or where a person ate their meals. When we asked staff about people, it was clear they knew them well. A staff member told us, “The care plans are really good. Reading care plans helped me with what I need to know.”

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

We observed staff encouraging people to be independent but supporting them when needed, for example at mealtimes. Staff respected people’s day to day choices and routines. One relative told us staff knew which activities their family member liked and disliked, and added, “She also gets taken to church, which is important to her.”

A wide range of activities were provided, and people were involved in regular events and celebrations. During our visits, people participated in a variety of activities, such as games, exercise sessions and visits from entertainers. Recently the service had hosted events including a food festival, water fight, royal regatta and a wide range of sporting activities. An interactive ‘magic table’ provided sensory stimulation, interaction and activities for people living with dementia. One relative believed the progression of their relative’s dementia had slowed because of the positive environment and social contact the person was now exposed to.

Visitors to the home were welcomed and we saw many relatives at the service during our visits. Communal areas were available for people and their visitors to spend time together.

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.

During our visits, staff responded promptly to call bells and noticed when people needed support or assistance. People and relatives said staff usually responded quickly when they were needed.

Staff told us they understood how people showed pain or distress and described what they would do to prevent or reduce this wherever possible. This included contacting other professionals as needed.

The provider had processes for responding to unexpected events or emergencies. There had been a prolonged period of hot weather, and staff described actions which had been taken to help ensure people stayed hydrated and temperatures within the home were safe.

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

Most staff were positive about working for the service, and they told us they liked working at Ladden View. They gave positive feedback about the care people received. Comments included, “I love working here and do all I can for the residents” and “We have good relationships with the residents, and they get to know us too.” However, some staff said recent changes in management at the service had been unsettling, and they felt this had led to some instability. The management team were aware of the recent challenges and were taking appropriate steps to manage these. We observed positive, open, and respectful working relationships between managers and staff.

The provider had initiatives to support staff such as additional development and training opportunities, local and national staff awards and access to counselling and support services.