The Fernes

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 outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were supported by a core team, who knew them well, many of whom had worked at the service for several years. People and relatives spoke passionately about staff and how their care was delivered. People consistently told us the staff treated them with kindness. They told us staff were “wonderful”, “very kind” and “so caring.” One person said, “I love to have a joke, and the staff will joke with me which makes my day.” People’s relatives described staff as “extremely caring,” with 1 person’s relative telling us, “The staff are like [relative’s] family.”

We saw examples of when staff had gone above and beyond. The staff team had ensured 1 couple could continue to share a bedroom and have their own living space, absorbing the cost of losing an additional bedroom. The registered manager told us the staff remained mindful of the fact that 1 person’s role was to enjoy [their] relationship with their partner, and not to carry the responsibility of [their] care. One person’s relative told us their family member had been “transformed” during a period of respite, and another person’s relative told us their relative was “extremely happy” and that living at the service “had knocked 10 years off [name’s] age.”

People told us their dignity was promoted. One person told us “I am very keen to wear nice clothes and jewellery. Staff understand this and know how important it is to me and always help me, every day.” One person’s relative said, “My [relative] enjoys having support with a shower and having the hairdresser come once a week. It gives [name] a sense of self-worth and [name] always feels very smart.” Another person’s relative told us their family member had told them how staff supported them when having a shower. They told us, “The staff always consider [name’s] dignity at a time, that [they] could feel very vulnerable”.

People were supported and encouraged to continue to recognise and celebrate events that were important to them, such as birthdays and anniversaries. There was a friendly, welcoming and relaxed atmosphere at the service. We observed visitors being warmly welcomed by the staff on reception and being encouraged to help themselves to drinks and cake in the communal bistro area. People’s relatives told us they always received a warm welcome. One person’s relative said, “I would say the atmosphere in the home is very happy, very lively and I do feel that the staff are happy working there.” A volunteer at the service said, “There is a real family feel here. It's just a really nice feel.”

We saw that a retired staff member, who was travelling as part of their retirement sent regular postcards and updates of their travels to people. The regular postcards were genuinely looked forward to and were shared around the home. We saw how this had helped people to reminisce about their own holidays and trips. We heard how other staff often visited the service on their day off to volunteer and provide additional support, such as pamper days. The service was supported by a small team of volunteers. One of the volunteers told us, “In the holidays I brought my children in, and they did a little show for some of the residents. My children were keen to continue to come in so I brought them again, and they played or chatted with the residents. Everyone got something from it.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider had used technology to enhance people’s engagement and involvement with meaningful activities. For example, the use of a virtual reality head set enabled people to experience personalised activities in a calm and relaxed manner, such as a tour of a cathedral for 1 person who would have found travelling to and from a cathedral and being around people they didn’t know, too unsettling. Staff reported increased communication and engagement as a result. We saw how the provider had supported others to participate in things that reflected their life histories. One person had always been a library user, a reader and writer of short stories. This had led to staff arranging monthly library visits and sessions where the person’s stories were read aloud to other people. This had resulted in the person taking part in an activity that was personalised to them, which meant they were still an active member of the community and were able to continue to enjoy something that had always been a huge part of their life.

Staff understood people’s individual interests, life histories and aspirations, and supported them to participate in activities and experiences that were meaningful to them. For example, a person who had previously served in the armed forces was supported to go on a boat trip, reflecting an important aspect of their identity and personal history. This helped the person maintain a connection to experiences that were significant to them and promoted their wellbeing and quality of life.

A wide range of activities was available for people to participate in, according to their preferences. These included quizzes, singing sessions, baking, armchair exercises and yoga, as well as groups such as book and games clubs. There were regular church services provided by the local church and visits from external entertainers, including the memory choir. The provider also had access to its own minibus, enabling regular day trips and outings. Staff told us the provider had challenged themselves the previous month to get every person who was able to, out on a trip. A staff member said, “We went to country parks, garden centres, arts and crafts centres. We achieved it.”

Staff told us about 1 person who had tried armchair yoga for the first time. They said, “[Name] had no interest in yoga at the start, but does enjoy being social and so said they would try it. They attended the yoga sessions yesterday and then told the whole of the ground floor about it, saying [they] felt so much better after doing it. Now, someone else is willing to try it based on the feedback, so [name] has actually encouraged other residents to go.”

The provider had ‘resident ambassadors’ whose role was in part, to listen and share any feedback with the management team. The registered manager described the ambassador role as encouraging the person to remain involved, active and connected. One of the ambassadors told us, “I don't know what I would do without the staff. They make such a difference to my happiness. My role as the home’s ambassador is the icing on the cake. I can help everyone.”

Staff had developed strong links with local community resources, including a vintage tearoom that people described as providing opportunities not only for social outings but also for sharing memories and developing new friendships. This helped people remain active and connected within their local community. People spoke positively about the opportunities available to them. One person said, “The activities are discussed at the residents' meetings. The residents’ ambassador then feeds back to the management team. There is a lot of choice, and the activities are well attended.” We were told there was a minibus wish list, with trips arranged to places people chose to go to. One staff member said, “It’s more than taking people to the garden centre.”

Staff respected the choices of people who preferred not to participate in group activities. Records showed they continued to offer opportunities for involvement and provided 1-to-1 support where appropriate. One staff member said, “The therapy dog is a big hit for all residents nursed in bed. We have a sensory trolley, sensory lights, oil, music, and we do hand massage for people in bed. [Name] really enjoys that.” A person told us, “The activities are great. I'm off to yoga today and the staff will support me to go there.”

This personalised approach helped people continue to participate in the activities, relationships and experiences that were important to them, improving their wellbeing and quality of life. One person’s relative said, “The activities co-ordinators are excellent and will go into [name’s] room and do things with [name].”

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

Staff recognised how previous lives, interests and routines contributed to people’s identity as well as their wellbeing. A staff member told us 1 person wanted to get out and walk more. They told us, “We did the golden mile in Gosport and [name] loved it and wanted to do more. We then progressed to do a mile a day for the whole of February. Other residents came to join us as well. We completed the whole month and on the last day the family came to walk with us. We put up banners and everyone was waiting for us when we came back. We’ve maintained it by continuing to do the walks.” We were told several people had got married at a local place of interest and so trips there for those people had been particularly rewarding.

Staff took a proactive approach to involving people in decisions about their lives, activities and wishes. When people expressed wishes or goals, staff worked creatively alongside them to identify how to make it happen. For 1 person this meant continuing their love of going on holiday, and we were told how staff had worked with the person and their family to make this happen. This included encouraging and promoting mobility daily in the lead up to the holiday in order to maintain their independence when on the cruise ship. Staff had also helped the person to pack and plan their trip.

There were no restrictions on visiting times and throughout the inspection we observed a steady stream of visitors to the service. People had a choice of places to sit with visitors, such as their bedrooms, various lounge areas or the communal bistro. Staff told us they encouraged and supported people to maintain relationships with friends and family. For example, one staff member told us they supported a person to have regular video calls with a family member who did not live locally.

People were encouraged to maintain their independence based on their abilities. For some people, this meant staff would encourage them to eat their meals independently, but with staff support to cut food up. For others, this meant staff supporting them to remain mobile for example and encouraging them to take on challenges as well as continue to do things they enjoyed. People consistently told us staff encouraged them to maintain their independence where possible, and people’s relatives confirmed this.

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.

We observed staff responding to people in need. During an activity session, we saw 1 person was watching what was happening, when they suddenly stood up. Staff straight to them and encouraged the person to say what they needed and they would help them. Care plans informed staff how to respond to people who might experience distress or anxiety. Any known triggers were described, and the known steps staff should take to help alleviate any distress if this happened. Staff had a good understanding of how to support people during these periods. The provider worked closely with health professionals such as the older people’s mental health team, in order to ensure they were able to meet people’s needs. One staff member told us, “We do everything we can to help with distress. We liaise with the GP and before we give medication, we try to calm people, hold their hand, engage with them. We assess for pain and sometimes it works.”

When people were unwell, records showed staff responded in a timely manner. Staff were trained and aware of steps to take during emergencies.

The provider cared about and promoted the wellbeing of their staff.

The provider ensured staff had access to a comprehensive range of health, wellbeing, financial and employee assistance initiatives, alongside meaningful recognition and reward schemes. For example, a member of staff and the resident ambassador had both been nominated for the provider’s national awards and this news was celebrated across the service amongst staff and people. Staff consistently told us these initiatives made them feel genuinely valued. Leaders also promoted an inclusive culture by offering flexible working arrangements that reflected individual circumstances, including religious commitments and caring responsibilities.

The provider recognised and celebrated staff achievements through an Employee of the Month scheme. Nominated staff received vouchers and other rewards in recognition of their contribution. This supported staff wellbeing and morale, helping staff feel appreciated and valued for their work, while reinforcing positive practice and encouraging continued high standards of care. There was a notice board with employee of the month award winners displayed.

Staff told us they felt valued by the provider. There were notices in communal areas informing staff of support channels and development opportunities they could access. One staff member said, “Every month there is a trolley with sweet treats and pizza for us. They do appreciate us and they are very thankful.” The registered manager said, “We had housekeeping appreciation week last week, so the housekeeping staff received flowers and a formal thank you. Our chef made a cream tea for them.”

The registered manager promoted an inclusive culture by offering flexible working arrangements that reflected individual circumstances, including religious commitments and caring responsibilities.

Staff survey feedback scores demonstrated an upward trend over time for improved staff engagement and satisfaction scores. A further staff survey was planned for January 2027.