Rosedale Court

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 inspection we rated this key question good. At this inspection 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 80 (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. People told us they had good relationships with staff who looked after them well. A relative told us, “My [relative] has dementia, and it is the safest place for [relative]. The staff are all great, I would give this home 5 stars. It’s how they look after us and how they run the place, they’re very friendly.” Another relative told us, “I go in very often to visit, it’s one big happy family there.” Another relative told us they were surprised their family member was still living at the service and attributed this largely to the care and support they received at the home.
Staff we spoke with knew people well including their personal history, background and goals. Staff had time to talk with people and build positive relationships.
A relative told us, “The staff are brilliant, they all seem happy in their work and it's always spotlessly clean.” Another relative told us, “I say this all the time, this place is exceptional. You wouldn’t find a better place. I wouldn’t change anything about it. The staff are amazing.”
A health professional told us, “In my experience, staff are extremely caring.”
 

Staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics. Care plans were person centred to meet people’s individual needs and preferences. The management team and staff spent time getting to know people and frequently discussed their likes, dislikes and preferences for care. The Wellness Lead at the service spent time understanding what activities people enjoyed and how best to support their social and wellbeing needs.
The management team gave examples of how people were supported as individuals and encouraged to pursue interests and goals that were important to them. The service took time to understand people's life histories, hobbies and aspirations and used this information to provide personalised support. For example, one person was supported to rediscover their passion for writing and, with encouragement and support, went on to publish three books. Another person was supported to achieve a personal goal of completing a charity walk, which promoted their confidence, wellbeing and sense of achievement. A further person had a longstanding interest in maintaining a pond and caring for fish. Staff recognised the importance of this hobby to them and supported them to continue this interest after moving into the service by helping them manage the home's pond alongside a relative. This enabled them to maintain an activity that was meaningful to them and reflected their personal identity and preferences.
Staff also used their knowledge of people's life experiences and interests to plan meaningful activities and experiences. For example, after several people spoke about fond memories of visiting Romford Greyhound Stadium when they were younger, staff organised a trip to the venue. People were supported to revisit a place that held personal significance to them, enjoy familiar food and reminisce about past experiences with others. The outing enabled people to reconnect with important memories, socialise with others and engage in activities that reflected their individual interests and life histories.
People attended a behind-the-scenes tour of West Ham United stadium with their relatives. The trip was planned in line with people's interests and preferences, and people chose whether they wished to attend. Staff supported people to take part in the outing, maintain important relationships and enjoy a shared experience with loved ones. Feedback from residents and relatives was overwhelmingly positive, with many describing the visit as a "once-in-a-lifetime" opportunity. This demonstrated how people were supported to pursue their interests, make choices about how they spent their time and maintain meaningful connections with those important to them.
Staff took time to understand the people they supported and what was important to them. They used this information, along with feedback received from people and those close to them, to provide personalised care and create meaningful experiences that reflected people's individual lives, relationships and preferences. For example, staff organised a private anniversary celebration for one person and their spouse to mark their 63rd wedding anniversary. The event was tailored to the couple and included a specially prepared garden setting where they could spend quality time together. Relatives told staff they appreciated the thought and effort that had gone into making the occasion special. This demonstrated how staff listened to people, recognised important life events and supported them to maintain relationships and celebrate milestones that were meaningful to them.
A relative told us, “The events, outings and activities the home provide are amazing. We are really grateful [relative] gets so many opportunities to engage in such a wide variety of activities. The home really does consider what [relative] enjoys and go out of their way to arrange things for them.”
 

The service promoted people's independence and supported them to have choice and control over their lives. People were encouraged to pursue their interests, participate in activities of their choosing and maintain relationships with those important to them. The service provided opportunities for people to take part in activities that reflected their interests and promoted social inclusion. For example, the service hosted an annual Summer Fete, bringing together people, their relatives and members of the local community. The event included live entertainment, refreshments and stalls and provided people with opportunities to socialise, maintain relationships and enjoy meaningful experiences based on their preferences and interests. Feedback from people and their relatives was positive, with the event creating enjoyable memories and strengthening community connections.

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. People told us staff were very good and they were not kept waiting when they needed support. The registered manager and clinical deputy manager observed staff practice and audited call response times to ensure people’s needs were being met promptly. The service had received complaints; however, these had been thoroughly investigated and responded to appropriately.

The service cared about and promoted the wellbeing of their staff. Staff felt well supported working at the service and found it to be a positive experience for them. The registered manager had a number of systems in place to support and engage with staff. There was an open-door policy in the office and staff could access the office at any time to speak to the management team. Feedback from staff was positive regarding the support they received from the management team. A member of staff told us, “I really enjoy working here. The managers are very approachable, and I don’t have to think twice before sharing any feedback.”
The registered manager had an ‘Employee of the Month’ initiative. This allowed staff, people using the service, and visitors to vote for the staff member they felt had demonstrated outstanding practice. The successful staff member received recognition through a photograph displayed on the notice board, along with a certificate, chocolates and a bouquet of flowers. This initiative helped to recognise staff contributions and promote staff morale
A staff member told us, “The manager is very approachable, and [manager’s name] carries out my supervision.” Another staff member told us, “The management are so supportive here, we work like a family. If I ever have any questions, I can go to them and ask them. The management are very responsive, honestly whatever I ask for, they try to sort out. The managers respect us, and I respect them. If I need more training, then will provide it. I really enjoy coming into work.”
The service had recently introduced a new supervision format to further support staff development and wellbeing. This included dedicated wellbeing check-ins, opportunities for staff to reflect on their practice and discuss any learning and development needs. This helped to promote staff wellbeing, encourage reflective practice and support continuous professional development.