Orchard 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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to 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 did not always make sure people were supported with dignity. we observed one situation where a person’s privacy and dignity were not fully protected when using the bathroom. Although this was discussed during the assessment and action was taken immediately, the lapse meant people’s dignity was not always upheld consistently.

We observed positive, warm interactions where staff knew people well, spent time with them and were not task‑focused, which helped people feel at ease.

Relatives consistently described staff as attentive, caring and welcoming, with one relative saying, “When I visit, I am always greeted with open arms… the staff member was always attentive and I cannot fault them.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider was exceptional at treating people as individuals and respecting what mattered to them. Care plans clearly recorded people’s preferences, including choices about routines, activities and whether they preferred male or female carers.

We saw people supported to practise their faith, celebrate birthdays being supported to be independent in the community when appropriate.

People when interested and appropriate were supported to attend training such as fire warden training.

Staff respected people’s wishes, for example when people chose not to receive personal care at certain times, this was accepted and revisited later. Relatives told us the service knew people extremely well and promoted independence, with one saying “They know them really well… they always encourage (relative) to do things.” This personalised approach helped people live fulfilling lives.

The RM demonstrated an exceptional, person-led approach. Care plans were highly individualised, clearly reflecting people’s preferences routines, cultural needs and choices. People were actively supported to maintain independence, practice their faith, celebrate important events, and engage in meaningful opportunities such as training, with one person having completed fire warden training. This personalised, respectful approach enables people to lead fulfilling and meaningful lives.

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

The provider was exceptional at supporting people to have independence, choice and control over their lives. People were routinely offered choices about food, drinks, daily activities and how they spent their time, which we observed throughout the assessment.

Care records showed people were supported to take positive risks, such as accessing the community independently, going camping and building confidence after previous falls. One person who had previously been fearful of dogs was now engaging positively with therapy dogs.

Communication tools, such as picture books and easy-read materials were available. Handover processes were observed and demonstrated a focus on individual choice and well-being this was also demonstrated through daily records. Relatives told us they were welcome to visit at any time and made to feel welcome, and people were supported to maintain relationships with friends and family.

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.

The provider always responded to people’s immediate needs. Staff demonstrated a good understanding of people’s behaviour and emotional cues and acted promptly when needs changed.

We observed staff supporting a person who required quiet time by sensitively distracting others to reduce stimulation. Staff described how they continually observed people to identify changes and respond quickly, and an on‑call system was in place to ensure support was available at all times. Relatives confirmed staff were responsive and kept them informed, with one telling us, “They ring me if anything happens… they are very responsive to (relatives) needs.” This helped ensure people received timely and appropriate support.

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

The provider always supported workforce wellbeing and enabled staff to do their roles effectively. Staff received regular supervision, appraisals and team meetings, and rotas showed breaks were planned and taken. The provider recognised long service through additional leave and financial rewards, which promoted staff morale. Staff told us they felt valued and listened to, with one staff member told us, “The management team are genuinely interested, be it regarding work or my personal life.”

Leaders were visible and supportive, and staff described an open culture where they could speak up. This approach helped maintain a stable, motivated workforce that supported positive outcomes for people.