The Royd

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 recognise when the environment did not support people’s dignity. However, staff always treated people with kindness, empathy and compassion and mostly respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The provider had not kept up with essential maintenance at the service, and although staff and managers described the service as people’s home, they did not recognise that poor upkeep of the environment and removing rubbish from the service affected the dignity of those living there. There were inconsistent views about privacy. While staff generally knocked before entering rooms, people reported occasions where this did not happen. One person said, “Most of the time staff knock on the door, but sometimes they just walk in without knocking.” Concerns were also raised about staff discussing resident’s personal matters in communal areas. However, during the inspection, staff were observed being mindful and moved conversations to private spaces when needed.

Staff showed genuine passion for supporting people, and we observed warm, positive interactions throughout the inspection. Relatives told us staff were kind, with one saying, “The staff are pleasant, kind and take the time to interact with [the person].” People also felt understood and well supported, sharing comments such as, “I find the staff caring and kind. They take time to speak with me and listen.” Another relative said, “They know [the person] well and keep me informed.” Staff also spoke positively about their roles, with one saying, “It’s like leaving my family and coming to my other family… It’s my passion to make a difference to people’s lives.”

The provider treated people as individuals and made sure care, support and treatment reflected their needs and preferences. People’s strengths, abilities, aspirations, culture and unique backgrounds were considered.

Staff understood people’s personal needs and preferences and the importance of treating everyone as an individual. Staff were able to describe what the people they supported liked and didn’t like in terms of support and showed respect for their choices. Families and people told us staff made a conscious effort to celebrate birthdays and seasonal events, which helped people feel valued and included. One relative said, “They do birthday parties and make a fuss of people throughout the year for different calendar events... It’s a nurturing environment.” A person living at the service told us, “We had a party for my birthday with food and chocolate cake – everyone enjoyed it!”

People described positive experiences, which included previous group holidays and social activities. They expressed hope these would happen again soon as they had not happened for a while. One person living at the service said, “It’s nice to live here. people are nice, they help me…. I’m happy…”. Another commented, “The staff are respectful and listen to me.” Observations showed staff responded to individual requests, such as putting on a quiz program when asked or making something of their choosing to drink or eat. Rooms mostly reflected people’s personalities, with personal items displayed. Relatives told us they had seen progress in their loved ones’ confidence and engagement. One relative said, “[The person] has made massive progress. They even let staff paint their nails now, which they never did before”. Staff described how they supported people with sensitive issues, such as sexual health in a respectful and safe way. The manager told us, “We treat everyone equally and make sure they have the same opportunities.”

However, during the inspection, there was very limited evidence of meaningful activities being offered to people living at the service. Over two days, no activities were observed, and both people and relatives said there was a lack of things to do. The service told us people were asked to be involved in activities however if they refused this was not documented.

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

People were supported to make decisions about their care and daily lives. One person told us, “I have the choice to make my own decisions and spend my time doing the things I want to.” Relatives confirmed that people had choice over meals, with one saying, “[person] tells me they have different cereals or Weetabix – it varies depending on what they want, but it’s all things they like.” Support plans included guidance on communication, such as allowing time for responses and reducing distractions, to help people understand their options. Staff checked people’s understanding regularly and adapted their approach when needed. People were supported to maintain relationships and access the community. Relatives said they could visit freely, and one person told us, “My family visit me, and the home provides a private space for the visit.”

Key worker sessions encouraged people to express preferences, such as planning outings. Staff were reminded in team meetings to promote choice and respect individual wishes. People were also supported to attend healthcare appointments without unnecessary restrictions. One person explained, “Staff provide support with all my healthcare appointments and arrange taxis if needed.”

Resources were available to help people maintain independence, and relatives told us staff worked hard to support independence. One relative said, “The staff always help [the person] to maintain their independence.” Overall, people had choice and control over their care, and staff promoted independence in a respectful and supportive way.

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’s comfort and wellbeing were a priority, and staff were mostly alert to changes in mood or behaviour. Support plans included clear guidance on recognising distress and using de-escalation strategies, such as reducing stimulation, offering reassurance and speaking in a calm tone. Contact details for the mental health team were included, and staff were aware of when to escalate concerns. During the inspection, staff were observed responding promptly to people’s needs. They offered support when someone appeared unsteady, and encouraged them to sit down, and provided private spaces for conversations if someone seemed upset. Staff were mindful of individual needs, and ensured walkways were clear for a person who was partially sighted. People told us staff were responsive, with one person saying, “Staff are always very quick to help.”

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

Staff told us they felt supported and worked well as a team. Systems existed for raising concerns, however staff preferred to speak directly with the management team, making use of their open-door policy, rather than using formal processes. One staff member said, “I feel safe, managers are supportive with any issues or problems.” When sickness occurred, colleagues stepped in to ensure continuity of care. Staff members recalled times when they had been off sick, and managers had checked in on them to see how they were. Regular handovers and team meetings gave staff opportunities to share feedback, raise concerns and receive updates. Managers encouraged open discussion and recognised achievements through initiatives such as ‘Celebrating Success’. Examples included overcoming challenges with new systems and how a person was supported to go outside for the first time in a long time. Staff were praised for creative ideas, such as improving the garden with pots and plants. Staff supervisions were carried out every two to three months. Staff confirmed they could access on-call support in an emergency and felt managers were approachable. One staff member said, “Support is always there. Managers do come in and check we’re okay on the nightshift.” Staff enjoyed working at the service and described a positive team culture, however recognition initiatives were not always consistent. For example, ‘Employee of the Month’ had been implemented once, however long-service awards and peer recognition opportunities were in place.