Northfield House

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.

Staff spoke about people respectfully and with fondness. They said the best thing about their job was; “Being with the service users. I love being with them, supporting them and seeing their progress” and “I love it, I love my job. I love looking after [people] and making their lives better. I love coming to work.” We observed care and support that was friendly, caring, patient and responsive. The atmosphere was warm and friendly.

Relatives were positive about the care and support people received. They told us, “Staff are friendly [person] seems very happy and always wants to go back”, “The home feels happy, and the staff are very supportive” and “It's a happier place than it used to be. [Person] seems happy.”
 

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.

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

People took part in a wide range of activities that they were interested in, both within the home and in the wider community.

Staff knew people really well. Staff were observed to be gently encouraging of people. They spoke with pride about people’s achievements and abilities. One staff member said, “It’s about trying to help people develop their skills and independence. It’s about them and what’s important to them.”

People’s personal, cultural, social and religious needs were understood and respected. People’s visitors were welcomed and people were able to spend time with others that were important to them, such as going to visit family members and friends.

Relatives told us of the positive impact living at the home had for people. They said, “[Person] goes out every day, does lots of activities” and “I know [person] does lots of things, always out and about.”
 

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 observed staff responding to people promptly and offering alternatives or suggestions for things for people to do or try.

One relative said, “What they do well is they look after [person] well. [Person] is happy and so are we.”
 

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 enjoyed working at the home. They told us the service was much improved and spoke very positively about the culture and the support they got from managers. They told us managers were flexible and supported with their specific needs. Staff members said, “The management are very approachable”, “They don’t just support the staff member but their family too” and “Any problem, any problem at all we can go to managers. They are so accommodating.”