The Royal

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, 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. Members of staff were kind and caring, and they treated people with dignity and respect. We saw good examples of caring interactions between people and members of staff who supported them. One person told us, “The staff are very kind, we all get on very well.” A relative told us, “[Staff] knock on the door and close [family member’s] curtains and their door when they need to.”

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 personal interests and preferences were identified on mood boards outside their rooms. People were supported to live their own life as they wished. A member of staff told us, “In each bedroom we put up people’s likes, dislikes, their favourite food, interests and routines. I am just finishing putting mood boards outside people’s rooms. It gives ideas for staff around engagement and tells new staff about people. I learnt a person had previous experience of ballroom dancing and I created a board displaying pictures of them dancing.” We observed the board with photographs of the person dancing. A relative told us, “[Family member] had their Jazz music on when I came in last week they were tapping along to it. They like Jazz music. I was really pleased with it and I went and thanked the staff for putting it on.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We saw people being offered choices throughout the day and at mealtimes. People were encouraged and supported to maintain their independence.

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. Members of staff responded to people’s needs in a timely manner. Call bells were not left ringing for long periods of time.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There was an employee handbook in place for members of staff. The workforce was well supported and had access to regular supervision and appraisal sessions.