Russell Green Care 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. This is the first assessment for this home care service. This key question has been rated 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.

People were treated with kindness and respect by staff who knew them well and understood the importance of promoting their dignity and independence.

People and relatives spoke positively about the caring approach of staff. A relative told us, "My [family member] always states they are well looked after." Another relative said, “[Staff] are really super, they are considerate and I have a lot of respect for them."

People consistently described staff as friendly, respectful, kind and considerate in the way they provided support. A relative told us, “[Staff] are very respectful and kind and always say hello. They are like family.” This sentiment of being like family was echoed by others. One person told us, “I think [staff] are marvellous and I could not do without them. If I am unable to pick up my prescription because I am feeling poorly, they would pick it up and bring it in for me. They have become like family.”

People told us staff treated them as adults and equals. One person told us, “[Staff] don’t talk down to me and don’t say things like, ‘well done’ or ‘good job’.” This demonstrated staff understood the importance of providing support in a respectful way that maintained people's dignity.

Staff spoke positively about the people they supported and demonstrated a good understanding of their individual preferences and needs. People were encouraged to make choices about their care and support and were treated with kindness during interactions with staff. Staff understood the importance of respecting people's personal space and maintaining confidentiality.

People received personalised care as staff understood what was important to people and adapted their support to meet their individual circumstances. One person told us, “I am definitely treated as an individual and not just another person who uses the service”. Other people told us how staff respected their religious beliefs. One person said, “I am a Catholic and if I ask for a Catholic priest to come, they would certainly comply with that. I am treated as a person and not a non-entity; and made to feel your opinion matters.”

Care plans contained information about people's backgrounds, preferences and the support they wanted to receive. This helped staff provide care that was tailored to each person rather than taking a one size fits all approach. People's strengths and abilities were considered when planning and delivering care.

People told us staff knew them well and understood what mattered to them. One person told us, “I am a glass half empty kind of person, and the staff know how to cheer me up.” This reflected the positive relationships staff had developed with people and their understanding of how to support their emotional wellbeing.

People were supported to maintain their independence and had choice and control over their care and daily lives. Staff understood the importance of supporting people to do as much as possible for themselves. One person said, “I am independent and have to do things for myself.” Staff respected this and provided support in a way that promoted people's confidence and abilities.

Care was planned around people's preferences and choices. People were encouraged to make decisions about their routines and how they wished to receive support. Staff understood the importance of listening to people and respecting their wishes, while providing reassurance and assistance when needed.

People told us staff supported them to remain active and maintain control over aspects of their daily lives. Another person told us, “Nothing better than these staff. They are very thorough they make sure I have enough food and nothing has gone off, that all dates are ok. Then they encourage me to go to the shops.

Staff were able to describe how they promoted independence and adapted their approach according to each person's needs and abilities. Care records provided guidance on the level of support required, helping to ensure people remained at the centre of decisions about their care and wellbeing.

People received care and support when they needed it and staff responded promptly to changes in people's health and wellbeing. People told us staff listened to them and acted quickly when concerns arose. One person said, “I was worried about [my health] and they called the GP back for me to help.” People described staff as attentive and told us they had confidence staff would seek help if they became unwell.

Staff understood how to recognise signs that a person's health or wellbeing may be deteriorating and knew what action to take in response. They were able to describe how they contacted healthcare professionals or emergency services when necessary to help ensure people received timely support. Systems were in place to support staff to respond appropriately in urgent situations.

Care records contained information about people's health needs and the action staff should take if concerns arose. This was able to be shared with the emergency services, if required.

Staff were well supported by the provider and were enabled to provide person centred care. Staff spoke positively about the support they received from the management team. They told us they could ask for advice when needed and felt comfortable raising concerns or discussing challenges within their roles.

Staff received training and supervision to help them carry out their responsibilities effectively. Supervision records demonstrated ongoing support and provided opportunities for staff to discuss their practice, development and wellbeing.

The management team promoted a positive and open culture. Staff told us they felt valued and appreciated, and that their views were listened to. Communication systems helped ensure staff remained informed about people's needs and any changes within the service.

Staff worked well together and were committed to providing good quality care. The support available to staff helped them feel confident in their roles and enabled them to provide consistent care that reflected people's preferences and individual needs.