Langley View Residential Home Also known as Langley View

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 changed to requires improvement: This meant people were not always supported and treated with dignity and respect; and involved as partners in their care. 

The provider did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. People told us they were treated with kindness and compassion. We observed some staff supporting people with kindness. However, in one person’s bedroom we noted there were offensive mal odours, and when discussed with a staff member they told us “I can’t smell anything I have a cold.” This would not have been a pleasant environment for the person sleeping in the bedroom.  We spoke to the registered manager who took immediate remedial action to ensure the mal odours were addressed. 

In a shared bathroom we observed the toilet bowl and seat to be soiled and unclean. There were no soap or handtowels at the sink beside the toilet as a visual prompt to encourage people to wash and dry their hands after using the toilet. The registered manager told us there was wall mounted soap and drying materials round the corner by the shower. But the sink is where a person would be washing their hands not in the shower.  Having a visual prompt would better support the persons needs and help with maintaining their hygiene.

Staff told us they treated people as individuals. Staff were able to give examples of how they treated people with dignity and respect including ensuring privacy and treating people with respect. However, we observed the curtains in a person’s bedroom were not very secure with hooks missing and not covering the entire window. There was a large gap between the curtain and wall which would compromise their privacy with people passing the house or coming to the front door as the window was on the ground floor at the front of the house. Staff told us the person pulls their own curtains so maybe that is why it was loose.  We spoke to the registered manager who told us the staff will be more vigilant in future to ensure people’s privacy and dignity were maintained at all times

On another occasion we noted that staff had not supported the person with their toileting needs, resulting in their discomfort and a poorly fitted continence aid that had become ineffective. This impacted on the person’s dignity and comfort. We spoke to staff who told us, “He just used the toilet, and the pad was not put on properly so had dropped and was ineffective” The staff member then proceeded to support the person.’ When staff are delivering person-centred care means they would be diligent, notice this and address the issue to protect the person’s dignity.  

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. People were treated as individuals. We reviewed care plans for three people with a range of needs. Care plans were very detailed, and person centred. The care plans contained information about people’s lives and their life history. The care records contained specific likes and dislikes, preferences, and choices. The registered manager told us they are investing in a new electronic care record system as the current records are very large and unwieldy. This will improve and streamline assessment and reviews records.  

The provider promoted people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged and supported to maintain their independence and make decisions about their daily lives in line with their abilities. For some people giving limited choices helped them as given too many choices made it difficult to retain all options. People were encouraged to take as much control over their lives as possible this helped reduce their reliance on staff support.   

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. During an we observed a person’s care needs had not been addressed and this compromised the dignity and respect of the person. We spoke to the registered manager about this, and staff have been reminded that people’s needs must be a priority whatever else is happening at the service at the time.

Staff were aware of how to respond when people’s needs changed. A staff member told us that sometime there is a lot going on at the same time, and it is all about prioritising, what needs to be addressed now and what the next priority is. A staff member told us they enjoyed the variety. A professional who supported a person told us, “I have found the staff to be helpful and intuitive when supporting my service user”. 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The management team worked cohesively to achieve good quality care for the people they supported. Likewise, the staff team were well supported. Staff told us they felt valued and listened to. Staff felt they were able to speak to the registered manager and would be listened to.  Regular staff meetings were held as well as individual one to one meetings. These provided staff and managers with opportunities to discuss a variety of topics including people they were supporting training, updates and any shared good practice.

This service scored 65 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. People told us they were treated with kindness and compassion. We observed some staff supporting people with kindness. However, in one person’s bedroom we noted there were offensive mal odours, and when discussed with a staff member they told us “I can’t smell anything I have a cold.” This would not have been a pleasant environment for the person sleeping in the bedroom.  We spoke to the registered manager who took immediate remedial action to ensure the mal odours were addressed.

In a shared bathroom we observed the toilet bowl and seat to be soiled and unclean. There were no soap or handtowels at the sink beside the toilet as a visual prompt to encourage people to wash and dry their hands after using the toilet. The registered manager told us there was wall mounted soap and drying materials round the corner by the shower. But the sink is where a person would be washing their hands not in the shower.  Having a visual prompt would better support the persons needs and help with maintaining their hygiene.

Staff told us they treated people as individuals. Staff were able to give examples of how they treated people with dignity and respect including ensuring privacy and treating people with respect. However, we observed the curtains in a person’s bedroom were not very secure with hooks missing and not covering the entire window. There was a large gap between the curtain and wall which would compromise their privacy with people passing the house or coming to the front door as the window was on the ground floor at the front of the house. Staff told us the person pulls their own curtains so maybe that is why it was loose.  We spoke to the registered manager who told us the staff will be more vigilant in future to ensure people’s privacy and dignity were maintained at all times

On another occasion we noted that staff had not supported the person with their toileting needs, resulting in their discomfort and a poorly fitted continence aid that had become ineffective. This impacted on the person’s dignity and comfort. We spoke to staff who told us, “He just used the toilet, and the pad was not put on properly so had dropped and was ineffective” The staff member then proceeded to support the person.’ When staff are delivering person-centred care means they would be diligent, notice this and address the issue to protect the person’s dignity.  

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. People were treated as individuals. We reviewed care plans for three people with a range of needs. Care plans were very detailed, and person centred. The care plans contained information about people’s lives and their life history. The care records contained specific likes and dislikes, preferences, and choices. The registered manager told us they are investing in a new electronic care record system as the current records are very large and unwieldy. This will improve and streamline assessment and reviews records. 

The provider promoted people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged and supported to maintain their independence and make decisions about their daily lives in line with their abilities. For some people giving limited choices helped them as given too many choices made it difficult to retain all options. People were encouraged to take as much control over their lives as possible this helped reduce their reliance on staff support. 

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. During an we observed a person’s care needs had not been addressed and this compromised the dignity and respect of the person. We spoke to the registered manager about this, and staff have been reminded that people’s needs must be a priority whatever else is happening at the service at the time.

Staff were aware of how to respond when people’s needs changed. A staff member told us that sometime there is a lot going on at the same time, and it is all about prioritising, what needs to be addressed now and what the next priority is. A staff member told us they enjoyed the variety. A professional who supported a person told us, “I have found the staff to be helpful and intuitive when supporting my service user”. 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The management team worked cohesively to achieve good quality care for the people they supported. Likewise, the staff team were well supported. Staff told us they felt valued and listened to. Staff felt they were able to speak to the registered manager and would be listened to.  Regular staff meetings were held as well as individual one to one meetings. These provided staff and managers with opportunities to discuss a variety of topics including people they were supporting training, updates and any shared good practice.