Frindsbury Hall 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.
People and relatives spoke positively about staff. Comments included, “They are very kind” and “100% happy with the care,” reflecting high levels of satisfaction.
Observations confirmed that staff treated people with dignity, including during personal care. Staff were patient and respectful, taking time to support people.
A person said staff were “Always patient. I don’t like to be rushed,” which demonstrated that care was delivered at a pace suitable for the individual. These findings showed people consistently experienced compassionate and respectful care.
 

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 demonstrated good knowledge of people’s backgrounds, preferences and behaviours. People told us staff understood them. Staff described adapting care to meet individual needs, including adjusting activities, communication styles and daily routines.
For example, staff explained how they adapted engagement approaches depending on people’s mood, health or cognitive ability, showing a flexible and personalised approach. This ensured people received care that was responsive to their individual preferences and changing needs.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People confirmed they were able to make decisions about their daily lives. One person said, “I can spend my time how I like,” and others described choosing whether to participate in activities or remain in their rooms. One person said staff “Know I like to be independent.”
Staff respected these choices and adapted their support accordingly. This included supporting independence while ensuring safety.
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment.
People said staff responded promptly when needed, with comments such as “Don’t have to wait long.”
Staff were observed responding to people flexibly and adapting their support depending on individual needs and behaviours.
Some people and relatives said that response times could vary depending on how busy staff were, particularly at night. However, this did not impact significantly on people’s overall experience.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff described a positive working environment, with one stating the home was “Like a family.” Staff said they supported each other and worked as a team, including helping colleagues during busy periods. One staff member explained that “Everyone helps each other… we all pitch in,” reflecting strong teamwork. Some staff highlighted pressures when covering absences or adapting to system challenges; however, these did not significantly impact staff wellbeing or their ability to provide person-centred care.