Orchard Manor 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. At our last assessment we rated this key question as good. At this assessment the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Feedback from people and their relatives was overwhelmingly positive, with many describing staff as extremely caring, attentive and people felt respected and valued. Interactions were not task-focused. A relative told us staff are “very very caring and know how to deal with [name] and another person said, “the staff are all very caring.”

We observed staff constantly getting down to people’s level when speaking to them, using a warm, kind tone throughout. Staff used gentle humour with people to build a natural rapport. When 1 resident began to feel distressed, staff responded calmly, helping them to settle without rushing or appearing flustered, which meant the person was able to regain composure with their dignity intact. The overall feeling throughout our visit was that of a close-knit team who genuinely cared, rather than simply carrying out staff duties.

A staff member told us, “We treat residents like our family.” A relative described similar experience, telling us staff “treat everyone as a family” and “care and love is second to none.” The feedback we received echoed these comments, with many people describing a caring culture where residents were treated with kindness, compassion and dignity, and where staff took the time to build meaningful relationships. We observed staff use the same warm tone from different shifts, regardless of which team was on duty. This consistency across shifts indicated that kindness and compassion were embedded in the culture of the service, rather than dependent on individuals or times of the day.

We observed staff consistently respecting people’s privacy were observed to knock and wait before entering people’s rooms, even when doors were open and lowered their voice when discussing personal or sensitive matters near other people.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.