Park 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Comments from people and their relatives included, “When I first heard I was coming into care, I was a bit reluctant, but to tell you the truth, I landed on my feet with this place” and “The care is wonderful, and I feel safe because there’s always someone around and they’re always checking on me.”

Staff treated colleagues from other organisations with kindness and respect. Health and social care professionals spoke positively about staff and management.

Staff 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.

Care plans reflected how people would like to receive their care and support. They included information about their person history, individual preferences and interests. Care plans showed people and their representatives were involved and were able to make choices what support they required.

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 their independence. Staff supported people in a way that promoted their independence, for example, people living with dementia were shown plates of food at lunch time to enable them to independently choose what they wanted to eat. Staff did not rush people and afforded them the time to make their decision.

There was a range of activities people could be involved in. People were able to choose what activities they wanted to take part in. A relative told us, “Mum is a private person and didn’t do much prior to coming here, however she now involves herself in a few of the activities and appears to enjoy them.”

Staff 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 knew people well. They showed concern for people’s wellbeing in a caring way and responded quickly to people’s request for support. For example, a person was continuously asking about their family member. Staff responded to this by sitting with the person and offering some assurances they would be visiting later.

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

New staff were supported to complete an induction programme before working on their own. Staff had received the necessary training to enable them to carry out person centred care. Staff received regular supervisions which enabled them to discuss any ideas or concerns they may have and support their wellbeing.