Claremont

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 of the Caring key question we rated it Requires Improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed warm, friendly interactions between staff and people using the service and it was evident staff knew people well. Staff understood how to promote people’s dignity.

People told us they liked the staff and named particular staff they got on well with. One visiting professional told us staff appeared to have a good relationship with people living at the home. Another visiting professional commented, “Staff are very friendly with them (people)” and “They are very friendly and kind with me.” A relative said about staff, “They all deserve a gold star.”
 

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 demonstrated good knowledge of people’s individual needs and preferences. One visiting professional commented, “Staff seem to know people well”, and another told us how knowledgeable a staff member was in relation to someone’s background, health needs and individual preferences. Care plans contained information about people’s likes and dislikes.

Staff did not always promote people’s independence as much as possible. Sometimes opportunities were missed to involve people more in daily living activities around the home. Whilst we observed some good examples where people were encouraged to do things for themselves, such as making drinks and getting ready to go out, this was not always consistent. Some staff felt there was a variance in staff approach and that more could be done to consistently encourage people to engage in activities around the home and promote greater choice and involvement. The registered manager was aware of this issue and was working to address this with the team.

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 when people were showing signs of distress or frustration and there was information in care plans about how to respond. We observed staff were attentive and reassuring following an incident which occurred on the first day of our assessment. Staff responded appropriately to support the person’s wellbeing.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care. Staff provided positive feedback about the support they received from the registered manager. Comments included, “It’s a nice place to work” and, “I love it here.” One staff member gave an example of how their personal situation was supported and accommodated, to enable them to fulfil their role alongside other responsibilities. Staff had opportunities to feedback any concerns about the service or with their own wellbeing, such as in team meetings and supervision.