Boulters Lock Residential 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 outstanding. At this assessment the rating has changed to 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 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 told us they were treated with kindness, compassion and dignity, and we observed this during our visit. One person said, “They’re all lovely. [Staff member] is very nice to me. You can have a joke with them. They’re respectful” and another stated, “[Staff member’s] tolerance is off the scale – [They are] so good with people here. They’re all respectful and they do have time for people.” Relatives agreed and said, “What I see here is good interaction. They meet people at their humour and at their level. They don’t take offence” and “The staff are brilliant. Everyone here is respectful and pleasant.”

The staff were kind and caring, and responded promptly and respectfully to people’s needs. We observed the staff to be patient, caring, and displaying genuine affection and respect for people.

External professionals commented the service provided good and effective care to people. One commented, “People generally appear to be happy in the home, and the atmosphere is often very upbeat, and people are engaged.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

For example, a person had been visiting the service for day care, and due to a decline in health, was urgently admitted for respite care. A decline in mobility had resulted in the person requiring hoisting with the support of 2 staff. After a few weeks, the person had been able to take a few steps at a time using their walking aid with the support of staff. This was achieved by staff encouraging the person with daily exercises to build strength in their legs, being patient and understanding and ensuring they maintained a good food and fluid intake. The registered manager told us, “We continue to work with the person, family and professionals to work towards them returning home.”

During an initial assessment, it was identified a person’s background and age meant it was important to ensure they were provided with a plan of activities specifically tailored to their needs. The staff had identified the need for the person to feel useful, maintain a sense of purpose and have a good routine. Once the person had settled, the staff introduced activities the person could support with such as office work, leading activities and helping the kitchen team with serving tea and coffee throughout the day. The person had shared how this involvement had helped them with their wellbeing. The registered manager told us, “After discussing with the person, [they were] given a title of voluntary worker and given a name badge, so they felt part of a team and valued. We continue to have regular meetings with their consultant where the person shares how happy [they are] at Boulters Lock.”

The service ensured people took part in activities that gave them a sense of purpose by drawing on their life and work histories. For example, a person who had worked as a hairdresser was supported to help the visiting hairdresser by helping other people pick out different hair colours, going to the wholesalers to pick up supplies and ensuring people had an enjoyable experience in the salon. This had raised the person’s self-esteem, reduced low mood and had given them a reason to get up in the morning.

There was a range of clubs organised such as baking, knit and natter, gardening and men’s club. These clubs were created to offer additional activities for people who had expressed interest. These clubs are open to all people, and staff and relatives are encouraged to get involved. The registered manager told us, “These clubs provide positive outcomes, for example, within our organisation, we hold regular competitions and last year we won the Christmas baking competition and the summer gardening competition. People received a hamper full of sweet treats to recognise their efforts.”

A person was admitted to the service following a decline in mobility and mental health. The aim was to work on all aspects of the person’s needs with a view to them returning home. Through patience and dedication, the person’s strength and confidence increased enough for them to manage their own personal care, and they were eventually able to use public transport to go out on their own. This also had a positive impact on the person’s mental health. The staff involved the person in activities such as helping staff organise a charity event. The person also helped around the home and organised a gardening project for the other people. When the person felt ready to return home, the staff worked with them and their social worker to ensure the return home. The registered manager told us, “The person often contacts the home to share what [they have] been up to and how [they are] keeping.”

The provider promoted people’s independence so they understood their rights and had choice and control over their care, treatment and wellbeing.

People were supported to remain as independent as possible. Their personal, cultural, social and religious needs were known and respected. One person told us, “They support me when needed but otherwise I’m free to walk around and go where I want.” Another said, “I volunteer to help with the exercise class… I used to be a [sport] player so I know a bit about exercise.” A relative added, “[Family member] was a teacher and has helped some of the carers with their English… it has really helped [them] use their skills.”

The provider recognised that people’s choices could sometimes carry risks and took appropriate action to reduce the possibility of harm. For example, one person chose to be supported in bed at all times, which increased the risk of skin deterioration. Staff completed detailed risk assessments and provided suitable equipment, including a specialist bed, to protect the person’s skin integrity.

People were encouraged to share their views in regular residents’ meetings and were involved in discussions about service development.

During a meeting, a person had expressed an interest in yoga. The activities co-ordinator had organised for a yoga instructor to hold monthly sessions. The registered manager told us, “We had our first yoga session this month, and we had great interest from a lot of residents. They provided positive feedback and said how much they enjoyed it. The resident who asked for yoga said [they] were ‘extremely happy and listened to’, adding, “Staff never stop going above and beyond to make us all happy.”

People’s religious needs were recorded and met. For example, the chef had been involved in a person’s pre-assessment to ensure they could discuss their specific cultural needs, go through the menus, and the person’s preferred food choices. Ahead of the person moving in, the chef ensured they had the right ingredients in place to prepare their meals.

The provider supported people to maintain relationships with their communities. They had identified It was important for a person to continue to attend the church they had attended for 40 years. By putting risk assessments in place and speaking with the church, the staff and family members were able to support the person going to the church every Sunday, and during special occasions. The provider enabled people to access remote services for those unable to attend church.

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.

From our observations, we found that people’s needs were responded to by staff promptly and kindly. We did not see people waiting for support when they requested this. Staff were available and supported people with respect and dignity.

There was a relaxed and happy atmosphere, and people were seen to interact well with the staff. We saw that all the staff communicated well with people, making eye contact and speaking at their level.

The provider promoted staff wellbeing and supported them to deliver person‑centred care.

The management team spoke positively about the staff and had systems to identify and respond to any specific health or wellbeing needs. Staff told us they felt supported and described a positive team culture. One staff member said, “We are listened to by management. We bring concerns to staff meetings and they listen to us in order to improve the service.” Staff said they were encouraged with their professional development and felt happy working at the service.

A range of initiatives were in place to help staff feel valued, including an employee assistance programme, financial advice, counselling, a private GP advice line, free meals, a cycle‑to‑work scheme and discount card. Staff could also receive vouchers linked to attendance, and people were involved in nominating an ‘employee of the month’.

The provider carried out annual staff surveys to understand staff views. The registered manager told us, “This is to check how they are feeling and if there are any concerns. We meet with the team to look at the responses and key points are shared and displayed for everyone to see.”