Tollesby Hall 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

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 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 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 management team and staff 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 genuinely caring interactions throughout our inspection. Staff were patient and demonstrated a good knowledge of people’s personalities.One person told us, “The staff are all very nice, always have time to talk. They are more patient than me. They try to know your likes and dislikes.”

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.

During our visit we saw that staff were alert to people’s needs and offered support that reflected their individual choices. For example, people were encouraged to do as much as they possibly could for themselves, with staff knowing effective ways to support this. People were encouraged to join in activities and to join others for lunch in the dining room. People's decisions if they chose not to join in were respected. Electronic care plans were kept updated with information relevant to people’s individualities and preferences.

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

During our visit we saw staff were very alert to people’s needs and offered support that reflected their individual choices. For example, people were encouraged to do as much as they possibly could for themselves, with staff knowing effective ways to support this. A staff member told us, “I treat residents as they want me to or as I would want to be treated if I was in their position.”

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.

People were supported in a safe and timely way. Staff worked calmly, they responded to people promptly, including if they became distressed. People told us staff were available if they needed them, and they did not have to wait long if they called a staff member for assistance.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff all told us they felt valued and supported by the manager and Nominated Individual. A nominated individual has overall responsibility for supervising the management of the regulated activity and ensuring the quality of the services provided. They all commented they were encouraged to voice their opinions, ideas and suggestions and the management team was acting on those. Staff had received formal supervisions but not as often as stated in their policy. The manager had drafted a plan to catch up with these and stay on track for 2026. One staff member told us, “Nurses and management always take everything seriously when I have something to report and act on it straight away. They are always approachable.”