66 Park Lane

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 service 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.

When staff interacted with people they were treated with kindness, empathy and compassion and respected their privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We received feedback from professionals, 1 professional when asked what the service did well, told us, the staff were very caring.

We observed staff and the manager treating people with kindness and observed they had a good rapport with people.

People could receive visitors when they wanted. When visitors came to the home there were private spaces both inside and outside the home which people could utilise.

The service had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

We observed staff listening to people and responding to their concerns. Staff knew what incidents to report and how to report them.

The service investigated incidents thoroughly and shared outcomes with people and relevant stakeholders. We saw evidence of change as a result of incidents which had occurred.

The manager told us they received safety alerts from the government, local authority and CQC which informed them of upcoming risks along with themes and trends to ensure the provider could take appropriate action to mitigate these risks.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this.

People were encouraged to make their own breakfast and lunch. Staff supported them to prepare an evening meal. People were involved in preparing a weekly menu and this was regularly discussed during the house meetings. People could choose where they would like to eat. Some people preferred to eat their meals alone and this was respected by the staff team. People were in control over how they spent their days. They could choose if they wanted to go out and where they would like to go and how long they would want to be out for.

The service 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.

The manager told us, “The majority of staff have worked in the home for several years. People know the staff well. They have a good rapport with all the staff and the staff are supportive and approachable.”

A professional told us, “The service is a very small residential home, and the staff know the people very well. They are also able to address promptly any subtle changes in mental and physical health. They have a very good understanding of my client’s needs.”

During our on-site inspection we observed a person asking a staff member for some paracetamol as they were in some discomfort. The staff member followed the correct protocol’s and assisted the person in a timely manner.

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

Staff members we spoke with told us the home was a nice place to work, and said they could ask their manager for support, and they would be responsive.

Staff also told us the provider offered opportunities for personal and career development.

Team meetings were held to discuss issues relevant to the service or staff experience. A staff survey had been issued during our inspection, to encourage feedback.