Greenhill

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 good. At this assessment the rating has remained 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 told us staff treated them with kindness and respect. A person told us, “Staff are very approachable, friendly, and helpful whenever we have questions or need to pass on information about [person]. Greenhill has a very caring and committed team.” Another person told us, “I feel safe living here, staff are helpful when I require support. I am treated with dignity and respect.”

Throughout our assessment we observed positive interactions between people and staff. Staff involved people in the care and support provided and explained clearly how the support was offered. Staff respected people’s privacy and knocked on people’s bedroom doors seeking consent before entering.

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.

Throughout our assessment we observed people were free to spend time doing the things they enjoyed, and staff supported and encouraged them to be involved in social activities that were planned. Staff supported people to maintain the relationships that were important to them, and visitors were able to visit without restrictions.

People’s care records documented individual specific personal, cultural, social or religious needs and how these would be met.

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

Staff planned and facilitated a verity of activities to meet people’s needs and interests. People spoke positively about the activities on offer and the staff that facilitated them. Throughout our assessment we observed people engaging in various activities such as, singing, taking part in quizzes and ball games. The service had their own pastoral team who facilitated and conducted regular morning services for all to join if they wished.

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.

There was a calm and relaxed atmosphere within the service throughout our assessment. We observed staff were attentive and responsive to people’s needs and requests. We saw people had access to call bells and these were answered promptly by staff who were caring and empathic.

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

Staff told us they felt supported in their roles. Comments included, “We definitely work as a team here, we support and encourage each other, and I think this means that the residents get a high level of good care”, “The leadership team work together in so many ways and the focus is on the resident’s wellbeing and that of their family”, and “The management team is very supportive. The registered manager encourages people to come in and talk with her.”

The registered manager told us the provider organised staff parties twice a year at external venues, providing an opportunity for all staff to come together for an evening of food, drinks and music. They told us they also arranged food and drinks after each staff meeting, providing staff an opportunity to relax, chat with colleagues and enjoy some refreshments together.