Clifden House Dementia Care Centre

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 since the provider changed their registration. This key question has been rated good.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. We observed staff treating people with compassion and kindness. Staff were respectful of people’s property and maintained their dignity throughout. For example, we saw staff knocking on doors before entering rooms and ensuring doors were closed when personal care was being delivered. One relative told us, "They take good care with the personal care." Another relative told us, "The staff work really hard there, and are so kind to him."

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. There were good clear processes in place that demonstrated how learning was taken forward. The registered manager had good oversight of accidents and incidents and did an analysis weekly to look for patterns, trends and learning opportunities. We viewed some incidents and accidents, and these were followed up in care plans. We spoke with staff about reporting incidents and accidents and staff were knowledgeable about the correct procedures to follow.

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 giving people choices throughout both visits. This included where they wanted to spend time, or what they would like to eat or drink. Care plans provided staff with guidance in relation to tasks a person could still undertake independently. For example, choosing their own clothes for the day. One relative told us, "They take [Name] to the lounge every day and is encouraged to join in activities if they want to."

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. There were good clear processes in place that demonstrated how learning was taken forward. The registered manager had good oversight of accidents and incidents and did an analysis weekly to look for patterns, trends and learning opportunities. We viewed some incidents and accidents, and these were followed up in care plans. We spoke with staff about reporting incidents and accidents and staff were knowledgeable about the correct procedures to follow.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff received regular supervision and team meetings as opportunities to discuss any concerns. Staff told us they felt supported by the management team, and they were flexible to support their individual needs. Staff told us, "Clifden is very good, I like it, and they will support, if you need more help they will be there. Supervisions are monthly and they will tell us how to improve, they are nice. "