Rosebank Care Home

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. People spoke positively about the care they received, and we observed people being treated with dignity and respect. People told us staff treated them with kindness and respect. One person said, “They [staff] never walk in my room, they knock on the door, and I say come in.” Another person said, “They [staff] always talk to me in a nice way.” Family members spoke positively of the staff and felt their relatives were treated with kindness and respect. Comments included, “Kind and caring” and “Staff are respectful and kind. Always talk to [relative] and show respect.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff described how they considered and respected people's choices and beliefs. People told us, “They [staff] know me very well. They know the things I like and don’t like” and “They [staff] understand my routines and help me with them.” Each person’s bedroom was individually designed and decorated. People told us they were involved in choosing décor and furniture for their bedrooms and communal areas. Staff understood how best to communicate with people and used methods appropriate to people’s needs such as pictures, signs and symbols.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. For example, people took part in activities of their choice both at home and in the local community. Some people were members of local churches, clubs and groups in the local community and attended them independently. People were supported to maintain important relationships with family and friends. Visitors were made to feel welcome, and people chose where they spent time with their visitors. Family members told us, “Made to feel welcome and offered a drink” and “Can come anytime of the day or night.”

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. For example, some people had lived at the home for many years and had been supported by a consistent staff group who knew them well. A family member told us, “Most staff have been here a long time and know [relative] very well.” The family member told us staff quickly recognise the signs when [relative] health is deteriorating and act immediately. Another family member told us, “They acted very quickly to recent concerns.” Staff showed compassion when supporting people through periods of distress or confusion. For example, one person had experienced poor health and staff demonstrated genuine compassion and sensitivity towards the person.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. For example, there were systems for staff to speak about their work through individual supervision meetings and team meetings. Staff told us they felt supported by the management team and they provided examples of the support put in place to enable them to work flexibly when required.