Rose Meadow

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 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 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Throughout the assessment we saw staff speak and engage with people in a kind, patient and supportive manner and where people enjoyed jokes and banter this was part of how staff communicated with them. We saw documentation and photographs which evidenced people were treated respectfully and their dignity was respected.

One staff member told us, “I think it [respect] is reflected across to the people we support, who staff always treat with kindness, patience and understanding. When myself and colleagues are speaking to relatives and other professionals, either on the phone or in person, we are always respectful and speak in a caring, professional manner. We always welcome any visitors, make relatives feel welcome, offer them refreshments and always there to answer any questions.”

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 listened to people and supported them using their preferred communication style. This enabled people to communicate their choices and preferences which were documented in people’s support plans and well known by staff.

People’s individual goals, aspirations and desires were understood. People’s background, life history, and preferences were respected and documented in support plans to guide staff to provide them with the support they needed in the way the person wanted considering them as an individual and not just the support they required. People were supported to be themselves and we saw people had personalised bedrooms reflecting them as individuals including family photographs and items relating to hobbies and interests.

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

People’s choices were documented clearly and their independence was promoted. A relative told us about their loved one being able to make choices, “When it’s their birthday, they have a takeaway and [relative] picks what they want from pictures.” Other relatives told us about their loved one being involved in daily living tasks supported by staff which promoted their independence.

Staff understood the importance of supporting people’s independence. One staff member said, “All people we support are encouraged to be as independent as possible and to do as much for themselves as they are able to, with support from staff as is needed. During morning routines, I prompt the person I am supporting to choose their own clothes and to do as much as they can for themselves. I encourage the person to participate in activities as much as they are able to.”

This approach meant people were supported to have choice and control over their lives, their care and support as far as possible.

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 reviewed documentation including accident and incident forms which demonstrated how staff had supported people to get the care and support they needed in that moment. We saw support plans around people who could experience distress behaviours provided staff with guidance on signs that may indicate a concern to support early intervention and minimise distress.

Where people could not communicate verbally, or their verbal communication was limited, we observed interactions between staff and people that demonstrated relationships were caring and compassionate, enabling staff to anticipate and meet people’s needs quickly. We spoke with relatives to ask if they felt staff responded to people’s needs appropriately. One relative said, “Yes definitely, we’ve been there [at the home] and seen what’s going around, we observe things.”

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

The provider had policies in place, for example a flexible working policy to support staff with maintaining their work/home life balance and staff had access to an employee assistance programme.

All staff we spoke with said they felt supported by the registered manager and the wider management team. Staff felt able to speak to managers, one staff member said, “I do feel supported and I will always raise any concerns with team leaders or management I always feel seen and heard.” Staff indicated they felt the work environment as a whole was supportive. One said, “In my opinion there is definitely a culture of kindness in the staff team. When I first started at Rose Meadows, I was quickly made to feel welcome, supported and valued by other team members. The role can be challenging and knowing that I am part of such a supportive team really helps.”

Caring for the wellbeing of staff supported with maintaining a consistent and motivated workforce enabled staff to deliver person centred care.