Dorset House

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We saw people were treated with kindness by staff and the management team. Observations showed positive interactions where staff had a good rapport with people and knew them well. People could see their visitors whenever they chose to. One relative told us, “My son and daughter pop in and out. We can visit as and when.”

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.

Staff knew people well and had built meaningful relationships with them which enabled them to provide person-centred care and support. One person said, “Staff know me as a person and can turn me round very well when I’m angry. I ring the bell sometimes for help with my mental health. I need putting at ease.” Care planning considered people’s experiences, interests and history. These could be further strengthened by detailing people’s religion or culture reference. Staff actively supported people to maintain activities and relationships which were important to them. A relative shared, “Once a week, myself, my husband, daughter, granddaughter and [person] have a family meal together here. It is very good food.” Spiritual and social needs were met. Staff explained how there was a church service once a month where readings were acted out and people sang along to the hymns. Another person explained although their condition limited their activities, they still enjoyed visits from a friend who comes in for a chat and shares music, and visits from their brother after golf. They also told us how they missed their dog but explained the dog was able to visit them. People had access to a shared minibus for outings.

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

People told us they were encouraged to remain independent. One person said, “I’m very independent. I look after myself. Staff would give me help if I need it.” We saw staff supported people to make choices. For example, a visual show plate option was shown, where required, to enable people to make meal choices. People had control on whether they wanted to join in with the activities on offer. One person said, “They (staff) actively encourage me to do as much as I can, but they don’t nag.” A relative told us, “[Person’s name] doesn’t join in with activities. They did and may occasionally when in the mood. I think staff do their best.” Another person told us, “There isn’t many activities here. You can keep yourself to yourself if you want to, but people still moan. You don’t get bored here. I’m a good mixer, I talk to residents here and staff talk to me.”

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.

We saw staff treating people with kindness and respect when offering support. One person told us, “I’ve never known such hard-working girls. They are non-stop, always meet my needs.”

Staff noticed when people were anxious, unwell or distressed and understood when to seek additional support or escalate concerns appropriately. One staff member said, “Any concerns we can raise with the clinical lead who would respond accordingly.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The management team fostered a culture where staff feel fully supported, valued and safe. Staff confirmed this and spoke positively about the registered manager, seniors, and the leadership team. They told us leaders were approachable, supportive and always available if you needed them. One staff member said, “If I need help the manager and clinical lead will help out.”

Another staff member described how supportive not only had the management team but also their colleagues and the people living at the service had supported them through a serious illness. They told us they needed a lot of support and how everyone had helped them through this. They also told how the registered manager was also exceptionally understanding regarding hormonal changes and the menopause. Staff described Dorset House as a happy and supportive place to work. One staff member said, “Everyone helps each other. It’s a homely feeling doesn’t feel like coming to work.” Another staff member said, “The home has a family feel, we all support each other and work together. I love my job.” A further staff member told us, I feel this is a happy and friendly place to work.”

Staff were supported with training, qualification and career development. There were regular team meetings, appraisals and supervisions for staff. Staff were recognised for demonstrating care and support delivered and their commitment to the provider’s values by being nominated for the ‘Employee of the Quarter’. Relatives, staff and residents were invited to vote using QR codes which were on display in the home. Successful staff members were celebrated with a gift from the company, and the reason for the nomination was published in the Rotherwood Times. This helped to ensure staff providing care feel valued and kept them fully and consistently motivated.