The Orchards

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 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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

People consistently received care and support from staff who treated them with kindness, compassion and respect. Throughout our assessment, we observed warm, genuine and positive interactions between staff, people using the service and visitors.

Staff took time to engage with people as individuals and demonstrated a detailed knowledge of their histories, preferences and what was important to them.

People appeared relaxed and comfortable in the presence of staff and readily approached them for support, reassurance and conversation.

Staff consistently promoted people's privacy and dignity whilst supporting them to remain as independent as possible.

Care was delivered in a respectful and considerate manner, with staff adapting their approach to meet people's individual needs and preferences.

Relatives consistently described staff as caring, kind and compassionate. Several relatives told us staff not only cared for their loved ones but genuinely cared about them as individuals.

A relative told us they had recently lost their loved one who had been living at the service. They had continued to be made welcome as they adjusted to loss and new routines. “It is a lifeline here for people. They[staff] are so welcoming and kind I still feel part of the community here”

Staff spoke warmly about the people they supported and described the service as "one big family", reflecting a culture where positive relationships and mutual respect were highly valued.
Another staff member shared with us that a loved one of theirs was supported at the home in their final days. They said “when [name] couldn’t go home there was no other place, I wanted them to be than here. Everyone is just wonderful”

The service actively welcomed visitors and members of the local community into the home, helping people maintain important relationships and remain connected to the wider community. People were able to share meals, celebrations and significant events with those closest to them. The atmosphere throughout the service was welcoming, inclusive and homely, with visitors freely accessing communal areas and spending meaningful time with their relatives.

Staff demonstrated kindness not only towards people using the service but also towards relatives, visitors and professionals. Interactions were consistently respectful, courteous and supportive. Healthcare professionals described the service as approachable and collaborative, and staff worked positively with others to promote people's wellbeing.

These observations and experiences demonstrated a caring culture where kindness, compassion, dignity and respect were embedded throughout the service and reflected in everyday interactions.
 

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 received care and support which reflected their individual needs, life histories, preferences, identities and aspirations.

Care plans contained detailed personalised information which enabled staff to understand what was important to people, their preferred routines, interests, relationships and how they wished to be supported.

Support was tailored to reflect people's individual needs and preferences, helping to ensure people remained at the centre of decisions about their care and daily lives.

We observed people being addressed by their preferred names and saw information within care records which reflected how people wished to identify themselves.

The service promoted equality, diversity and inclusion in meaningful ways. During the assessment, we saw communal areas decorated to celebrate Pride Month.

Staff and managers explained how different cultures, faiths, backgrounds, identities and life experiences were recognised and celebrated throughout the year.

Importantly, people were involved in activities and celebrations in ways which reflected their own wishes, preferences and beliefs, ensuring participation was always meaningful and person-centred. For example, the registered manager told us that as part of celebrating Pride, the service had asked people what makes them feel proud. This had then been included in displays in the service.
Staff were able to describe how they adapted support to meet people's individual communication needs, cultural preferences and personal choices.

Care planning reflected people’s diverse needs through detailed information for staff in their care plans on how people preferred to communicate, make decisions and receive support. Staff demonstrated they used this information in practice.

Throughout the assessment, we observed an inclusive culture where differences were recognised, respected and celebrated. People were supported to maintain their identities, express their views and continue living in a way that reflected who they were as individuals. This helped create an environment where people felt valued, listened to and able to be themselves.
 

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. People told us they were involved in decisions about their care, support and routines and felt able to make choices about how they spent their time.

The service responded to people's individual concerns and anxieties about their health. We saw where 1 person had expressed concerns regarding an existing medical condition. Whilst additional monitoring was not clinically required, staff had worked with the person to introduce additional checks to provide reassurance and support their emotional wellbeing.

The provider promoted independence whilst balancing people's safety and wellbeing.

Staff demonstrated a good understanding of the importance of positive risk-taking and supporting people to make informed decisions wherever possible. Care plans reflected people's preferences, strengths, abilities and desired outcomes, enabling staff to provide support in a way that maximised independence.

We saw people making choices throughout the day about where they spent their time, what activities they participated in, what they ate and drank and how they wished to receive support.

Staff respected people's decisions and adapted their approach to reflect individual wishes and preferences.

People were encouraged to retain skills and abilities wherever possible. Assessments considered what people could do independently and identified where support was required, promoting a person-centred approach that focused on strengths rather than limitations.

The service responded positively when people identified barriers to their independence. For example, one person highlighted difficulties accessing a dining area due to the size of their wheelchair. The service had already recognised this issue and had begun implementing solutions to improve accessibility for the person and others who may experience similar challenges.

This demonstrated a commitment to listening to people and removing barriers that limited choice, independence and inclusion.

Staff understood people's rights and supported them to remain in control of decisions affecting their lives.

Throughout the assessment, we observed staff offering choices, seeking consent and encouraging people to express their views and preferences. People's individuality, independence and right to make decisions were consistently respected and promoted.

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 worked together effectively to ensure people's immediate needs were identified and responded to promptly.

Staff knew people well and recognised when additional support was needed. Referrals were made promptly to healthcare professionals when concerns were identified, and care plans were updated to reflect changes in people's needs.

We observed staff responding quickly to people's requests for support and attending call alarms in a timely manner.

Some people told us they occasionally experienced a longer wait for assistance during busy periods, particularly in the mornings and at mealtimes. However, they understood this was often when staff were supporting other people and told us staff always attended as soon as they were able.

Staff demonstrated a person-centred approach when responding to people's needs.
Where people experienced a sudden deterioration in their health or a medical emergency, staff responded appropriately and sought urgent medical assistance.

We saw evidence of staff contacting emergency services when required to ensure people received timely assessment and treatment. Information was shared effectively with healthcare professionals to support safe and coordinated care.

Throughout the assessment, staff from all departments worked together to support people. We observed housekeeping, catering, care and management staff responding to people's requests for assistance and supporting one another to ensure people's needs were met.

These observations demonstrated a responsive service where staff communicated effectively, worked collaboratively and took action to ensure people received timely, safe and person-centred support.
 

The provider promoted a culture of equality, diversity and inclusion throughout the service. Staff were treated with dignity and respect and told us they felt valued as individuals.

Staff described the service as welcoming, inclusive and supportive and said they felt able to be themselves at work.

The workforce reflected the diversity of people living at the service and the demographics of the local community.

Leaders recognised the value that staff from different backgrounds, cultures and experiences brought to the service and promoted an environment where diversity was respected and celebrated.

Leaders demonstrated a commitment to creating an environment where people were treated fairly and had equal opportunities to develop and progress.

The provider actively encouraged staff development and internal promotion. For example, the registered manager had previously worked at the service as deputy manager, and the deputy manager had progressed from a nursing role within the service.

We saw further examples of staff being given opportunities to develop their skills through acting-up arrangements, shadowing senior colleagues and supporting other local services to gain wider experience.

Supervision records, appraisals and development plans demonstrated that where staff expressed an ambition to progress their careers, leaders worked with them to identify opportunities and provide the support required to achieve their goals.

This commitment to developing and investing in staff contributed to excellent staff retention, helping to provide continuity of care and support for people living at the service.

Staff told us they felt listened to and respected regardless of their role. Throughout the assessment, we observed positive interactions between staff from different team members.

There was a strong culture of teamwork, with staff supporting one another and working collaboratively to achieve positive outcomes for people.

The provider actively recognised and celebrated staff achievements. Employee of the Month awards, Kindness in Care awards and long-service recognition schemes acknowledged the contribution of staff and promoted a culture where people felt valued and appreciated.

Staff achievements were celebrated during monthly meetings and through wider recognition initiatives.

Leaders promoted staff wellbeing and provided support during significant life events, including bereavement, illness and personal challenges. Staff described managers as approachable and compassionate and told us they felt comfortable discussing both professional and personal concerns.

Throughout the assessment, staff consistently described a supportive and inclusive working environment where colleagues looked out for one another and worked together which had a positive outcome for both people living at the service and the staff morale.

We observed a culture of mutual respect, kindness and inclusion where all staff contributions were valued irrespective of their role. Housekeeping, catering, care, nursing, maintenance and management staff worked together effectively and demonstrated a shared commitment to supporting people.
These observations demonstrated a positive and inclusive workforce culture where equality, diversity and inclusion were embedded in day-to-day practice.

Staff felt respected, supported and empowered to contribute, helping to create a stable, motivated workforce and positive outcomes for people living at the service.