Rose Cottage Nursing 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.

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 70 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

During the assessment, we observed a staff member administering a person's insulin injection in the main lounge area while other people were present. The staff member did not offer the person the option of receiving the injection in a private area, nor was a screen used to promote the person's privacy and dignity whilst the injection was administered. This meant the opportunity to uphold a person’s dignity was not fully considered. The registered manager told us the person preferred to remain in their chair and would often decline opportunities to move to a private area when receiving insulin injections.

We also observed a person who felt unwell at lunchtime and was being sick. The staff member offered them a ‘sick bowl and tissue’ and continued to serve lunch to people. The staff member did not act in that moment to offer the person any comfort or to consider the privacy of the person whilst they were unwell or others whilst they were eating food. After a period, we observed the registered manager helping the person. Following the assessment, the registered manager completed reflective practice discussions with staff members to reinforce the importance of responding compassionately and maintaining people's privacy and dignity when they become unwell or require medical treatment.

However, people and their relatives told us staff treated them with kindness, compassion and dignity. Comments included, “When I first came here I though staff were very kind, this hasn’t changed,” and “It's lovely here it's like having my family around, they treat me really well.”

Professionals provided positive feedback one comment included, “During my visits and other interactions, I have consistently observed staff treating residents with kindness, patience, dignity, and respect.”

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.

Staff knew people well and people confirmed this. We observed people were dressed in their own individual style of clothing. For example, we saw different people who had shirts, t-shirts, dresses, shorts and trousers on. We also saw people were wearing jewellery and had items with them that were important to them such as headphones.

One professional commented, “I have found the staff demonstrates a good understanding of their residents as individuals and are able to discuss personal preferences, communication needs, routines, and relevant health considerations.”

People’s cultural and spiritual needs were considered and clearly documented in care plans.

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

People and relatives told us people had choice over their personal care times. They also told us meal were provided at certain times during the day, but the service was flexible, if people did not want it at that time. The cook confirmed there were set menus, but people often ask for alternatives, which was prepared. This was confirmed by a relative who told us, “If [Person] doesn’t want something they go and find something else for him, they are very considerate.”

One person who was living in the service communicated they wanted to look at other homes to see what else was available. The service engaged with professionals to ensure their voice could be heard and arrangements had been put in place for the person to visit other homes.

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.

Relatives commented that staff knew when people’s needs changed, reported this promptly and acted. One person told us, “I have a call bell and they come within seconds, they will explain if they are dealing with something else, as there are people here who may need them more.” Another person told us they did not use their call bell because staff popped in and out all the time to check on them.

We observed call alarm bells were being responded to promptly and analysis of call bell response times were adequate.

People also had access to the medical treatment they needed promptly.

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 working at the service and told us many members of the team had worked there for several years. They described a supportive culture, with the registered manager and leadership team promoting staff wellbeing and maintaining an open and approachable management style.

Staff told us they had regular opportunities to discuss their wellbeing, training and development needs through supervision and team meetings. Flexible working arrangements were considered where possible to support staff in maintaining a healthy work-life balance.

Staff felt there were enough skilled and experienced staff deployed to meet people’s individual needs and provide person-centred care. Feedback from staff was overwhelmingly positive. One staff member told us, "I wouldn't want to work anywhere else, there is not better place to work than here.”