Clayton 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. This is the first assessment for this service under the new provider. This key question has been rated 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 respectful, kind and caring. People and relatives gave positive feedback about staff. Comments included, “Staff are kind and caring. There are a lot of different [staff] but all are lovely,” “The staff are wonderful” and “They treat me with respect and dignity.” In addition, 1 relative told us, “The staff are friendly and welcoming. You can come at any time, and you are not frowned upon.”

Visiting professionals were welcomed into the service.

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 individuality was valued. Staff knew people’s needs, wishes and preferences and provided support accordingly. One relative told us, “They know [Name] well.” People’s records reflected their individuality and life history.

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 choices about their care and day to day lives. They were able to access outdoor space and fresh air when they wished. Group and one to one activities were provided in line with people’s preferences, supporting meaningful engagement. We observed people enjoying games and participating in a trip to the local garden centre to choose flowers for the outdoor areas. Links with local communities had also been developed and external people, such as entertainers, religious organisations and children from the local school, were welcomed into the service.

Staff supported people’s independence, encouraging them to do what they could for themselves, for example, when assisting a person to mobilise or eat.

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.

Staff understood people well and they responded promptly to meet people’s needs. Feedback included, “They understand my needs. Staff have worked hard to get me used to being here” and “They come pretty quickly when I call for [staff].”

We observed staff engaging and comforting people when they became upset, reducing their distress effectively.

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

Staff consistently told us they were supported at work by both the registered manager and provider. One staff member told us, “The registered manager is supportive. [The provider] gets you anything you want too.”

The provider and registered manager were committed to supporting to staff wellbeing and development.