Henleigh Hall

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 the provider involved people and treated them with compassion, kindness,dignityand respect.This is the first assessment for this newly registeredservice. This key question has been ratedrequires improvement.This meant peopleand staffdid not always feel well-supported, caredforor treated with dignity and respect.

This service scored 60 (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 appeared kind and caring and understood people's needs. However, they were task focused and very busy. People were treated with dignity and respect. A relative told us, “I work in the NHS, and I can’t fault the staff here. They are fantastic and so patient with [family member].”

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. Some people required specialised modified diets; their meals were prepared and presented so they looked similar to the standard plates of food. This meant people were treated as individuals and supported to have the same experience as others who lived in Henleigh Hall. There were a range of activities on offer for people and conversations took place with people and their families to help organise and plan activities, so they met individual preferences.

The provider generally promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, we observed some examples where people were not provided with choice and opportunities to maintain their independence, including the provision of specialised cutlery. People told us they were able to choose what time to get up in the morning and what time to go to bed at night. We also observed people being given choices at lunchtime in relation to their food and drink. One person said they didn’t always get to choose where they sat and sometimes, they were sat with people who weren’t not able to communicate.

The provider listened to and understood people’s needs, views and wishes. However, staff were not always able to respond to people’s needs in the moment. Some people told us call bells were answered promptly but other people said it depended on how busy members of staff were. One person said, “[Members of staff] usually come quickly.” Whilst on-site, we heard call bells ringing and not answered for at least 10 minutes.

The provider cared about and promoted the wellbeing of their staff and but did not always support and enable them to deliver person-centred care. A member of staff told us, "I have only had 1 supervision/appraisal in the last 3 years; however, this is partly my doing because I have not pushed myself to complete them. If there was any problem, I would immediately approach the manager. The manager has been as supportive as they can be whilst settling into their management role with lots of recent changes." Another member of staff said, "I do not feel adequately supported. Workloads keep increasing, with more tasks assigned but no extra time is provided. When working on the floor, our priority is always the people. We ensure their safety, listen to and support their families, and often work through our breaks to complete the necessary documentation and care-related tasks.” Members of staff wanted more support from the provider and to feel more appreciated.