Frome Care Village

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.

Staff were observed speaking warmly to people, gaining consent before providing care, and creating a welcoming environment with seasonal decorations. People told us staff were “Very caring, very friendly” and “Exceptional all of them, very helpful.” Relatives described staff as gentle and kind and said they felt confident their loved ones were safe and well cared for.

Staff promoted dignity during personal care, closing doors and curtains and ensuring privacy.

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.

People’s care plans were person-centred and included personal histories, hobbies and relationships. Staff respected people’s choices, such as staying in their rooms or joining activities, and adapted routines to suit individual wishes. Examples included arranging outings, supporting gardening projects, and accommodating dietary preferences. Relatives said staff “Treat everyone as if they are family” and “Listen to her.” Staff demonstrated cultural sensitivity and flexibility, and healthcare professionals noted that the team engaged positively in multidisciplinary planning where people had complex needs.

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

People were supported to make decisions about their daily routines, meals and activities. Staff offered visual prompts, such as showing plated meals, to help people choose. We saw examples of staff enabling independence through creative approaches, including rebuilding a greenhouse for a person who loved gardening and adapting wheelchairs for community outings. People told us they could choose when to get up and go to bed, and relatives confirmed staff respected these wishes. Staff worked collaboratively with professionals to ensure people’s goals, such as regaining mobility or maintaining family connections, were achieved safely.

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.

The provider always responded to people’s immediate needs. Call bells were answered promptly during our visits, and staff were visible and attentive. People said staff “Quickly sort it out” when concerns were raised. We observed staff assisting with meals and repositioning people to ensure comfort. The registered manager and team acted on feedback, for example extending chef hours to address concerns about cold food. Professionals confirmed that staff were approachable and responsive, and relatives noted that they were informed promptly about changes or incidents.

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

Staff spoke positively about the culture at the home, describing it as “Much better now” and “A good team where we all feel listened to.” Regular supervisions and reflective practice were in place, and staff had access to training, including dementia care and medicines management. Recruitment was safe, and new staff received structured induction and shadowing. While some gaps in recorded supervisions were noted, the provider had an action plan to address this. Staff told us they felt safe at work, supported by approachable managers, and motivated to provide good care.