St Anne's Care 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 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.

The service 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 appeared comfortable in the presence of staff. Relatives spoke positively about staff.One relative said, “The staff are very kind, all of them. [Person] has been in other homes, but this is the best for kindness and empathy.” Another relative told us, “[Person] is always given help and kindness.”

Staff told us they treated people with kindness, compassion and dignity in their day-to-day care and support.

Health and social care professionals were complimentary about the service.One professional said, “The care and relationships built at St Anne’s have enabled [person] to make genuinely life changing progress. Their understanding of [person’s] needs and their ability to provide continuity of care have been invaluable.” Another professional told us, “My observations when I visit are that staff support the individual sensitively and respectfully.”

The service 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.

Staff told us people’s personal, cultural, social and religious needs were understood and met.A staff member said, “We support residents to practise their religion, such as arranging transport or support to attend church, providing space for prayer, or offering culturally preferred foods. For social needs, we encourage participation in activities, help with community events or outings, support video/phone calls with family, celebrate birthdays, and promote social engagement to reduce isolation.” Another staff member told us how staff supported people to follow their favourite sport teams and enjoy their hobbies such as singing.

Relatives confirmed staff understood people’s individual needs and preferences. A relative said, “I believe [person] is treated with kindness and empathy, and as an individual.”

People’s care plans included information about their preferences regarding their care and considered their cultural needs, histories and interests.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us how important it was to offer people choices and support them to be as independent as possible. Comments included, “We encourage independence of residents by asking them to and helping them to do things they can do themselves. For example, while assisting with personal care, where possible, we ask the resident to wash themselves, their face and give them a towel to dry themselves.”, “I encourage people to maintain their independence by helping when needed such as supporting with dressing, preparing small meals, using mobility aids, or managing personal care. This helps build confidence and keeps their existing skills strong”, and “Fundamentally, I encourage people to carry out tasks themselves by giving them all the support needed as this builds and increases their level of confidence in living an independent life.”

People had access to a variety of activities which were provided at the service by a dedicated staff member. The service supported people to access community.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The service had detailed guidance on how to support people when they displayed signs of anxiety. This enabled staff to identify when people needed additional support.

Changes in people’s wellbeing were documented and raised with healthcare professionals when required. Records viewed during the inspection confirmed staff contacted health and social care professionals when required.

A relative said, “When necessary, health professionals are called upon quickly.”

We observed staff responding to people's needs in a timely manner.

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

The service was in the process of introducing an employee assistance program. The details of this were sent to all staff o they knew how they could access support.

Staff wellbeing was discussed during supervisions.

One staff member told us, “The provider and registered manager actively support our wellbeing.” Another staff member said, “There are suggestion and feedback boxes around the homefor anyone with concerns and management contact details to raise concerns if need be. Regular supervision and meetings are also held to know areas staff need support.”