St Annes Residential 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. This is the first assessment for this newly registered service. 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.

People were treated in a kind way and were comfortable in the presence of staff. Relatives spoke positively about staff. One told us, "[Person] has always been happy to be here, staff are very caring, they look after [person] well and I don’t worry."We saw staff knocking on people's rooms before entering. There were warm interactions between staff and people. For example, staff would get down to their level and make eye contact with speaking with them. Others were seen to hold hands of people to reassure them and supporting people patiently with walking or getting up from chairs.

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 were treated as individuals. Care plans reflected people’s needs and wishes, which staff had a good understanding of. One person’s care plan contained detailed of how they could best be supported when a hospital visit was needed, to reduce their anxieties. Another person wanted their room to be exactly like it had been at home, therefore was supported by staff to bring in their own bed and other furniture. People told us they were happy with how they were treated by staff. One said, “I’m happy here, they treat me how I want to be treated.”

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

Staff supported people to remain as independent as possible and were encouraging them to undertake tasks they were still able to do. There were kitchenettes available throughout the home where people could make their own drinks if they wished. We saw people being given choices throughout the day, including what they would like to eat or drink, what activities they wished to partake in and whether they wanted to attend Mass or not. A staff member told us, “We try to keep people as active as possible, sometimes people don’t want to join and that’s their choice. We just offer gentle encouragement when we can.”

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’s needs and how to meet them. Staff were responsive to people’s requests for help, and we saw call bells being responded to quickly. One person told us, “There’s always someone around to help, you don’t have to wait long.” After lunch we saw a person request to go to their room to rest, staff promptly supported this person back to their room in line with their wishes.

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

Staff felt supported by the registered manager, deputy manager and provider. They spoke positively about St Annes Residential Care Home being a good place to work. There were a number of initiatives in place to support staff and keep morale up. For example, there was an ‘employee of the month’ reward scheme where a staff member can be nominated to receive a small gift of appreciation which is tailored to what they like. Staff had regular supervision and team meetings where they could discuss any concerns they had. The registered manager had an open-door policy and staff appreciated this. One staff member said, “The [registered] manager gives us emotional support, she has an open-door policy. We can see her and she makes time for us.”