Timperley 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.

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.

We observed consistently kind and dignified interactions between staff, people living at the home, and their families. Staff were friendly, respectful, and used appropriate humour and communication to build positive relationships. One person told us, “It’s a lovely place. The staff are always happy.” Another commented that staff were “all caring. They always try and give you an answer, they take their time, they treat me with respect and dignity.”

Throughout our visit, families regularly stopped by the office to greet the registered manager or administration team. It was clear they felt comfortable doing so, and we were told the door was always open.

Visiting professionals were treated with the same dignity and respect. They told us they felt able to share feedback with staff and were confident they would be listened to.

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.

People told us that staff understood their needs well. We observed staff speaking to people in a respectful and dignified manner. People were supported to maintain what was important to them, including regular visits from family and friends. Access to religious support was also facilitated, enabling people to continue practising their faith in a way that was meaningful to them.

We observed the maintenance person completing jobs in the communal area. They were engaging a person living at the home in the maintenance job and the person watched and communicated with enthusiasm.

People told us, “I very much like the way I am treated” and “Staff are caring, they give me options, will talk to you about it and not just do it. They give you time, feel important.”

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 maintain as much independence, choice and control over their daily lives as possible. Staff encouraged people to make their own decisions, from everyday preferences to wider aspects of their care. People were offered options, listened to, and empowered to do things for themselves.

The provider promoted a strong sense of community within the home. Large celebrations were held for occasions such as birthdays and Christmas, often involving visiting groups of adults and children who brought festive cheer. A particular favourite among people living at the home was a visit from Kyoto the dog, who was warmly welcomed and happily received cuddles and treats.

Regular events incorporated fitness and music, and people chose whether to take part by exercising, dancing, or simply enjoying the atmosphere. It was clear these sessions brought people joy, and they told us attendance was entirely their choice; those who joined in found the activities uplifting.

People were involved in reviewing their care and were supported to participate in health and social care reviews. Representatives were kept informed and their input was used to ensure care remained person‑centred. One relative told us they could visit at any time and appreciated the dedicated relatives’ lounge. They said, “It seems like a normal environment. [Name] is looking better. They are looking after [them]. I have been involved in planning [their] stay, including food and other preferences.”

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.

Staff responded promptly when people’s needs changed. Any deterioration in a person’s health was reported quickly to the relevant health professionals. Staff were able to clearly describe the strategies they used to support people who became distressed. During our visit, we observed 1 person pacing the corridor and becoming agitated; staff immediately recognised the signs and used gentle communication and redirection to help the person feel calm and engage in another activity.

People told us that requests for assistance were met without delay and that they felt comfortable raising any concerns. One person said, “Staff know what they are doing. If there are any concerns, I speak to staff. If my [relation] is concerned, they speak to the deputy manager; they always listen.”

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

Workforce well‑being was a key priority for the provider. They were a living wage employer and offered a range of benefits to support the recruitment and retention of staff, including an employee assistance programme, opportunities for career development and a welcome bonus.

An employee‑of‑the‑month recognition scheme was in place, and the provider had recently hosted a staff well‑being session where employees received mini facials and aromatherapy. Staff spoke positively about this experience and told us they felt valued and appreciated.