The Rowans 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 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 did not always feel well-supported, cared for or treated with dignity and respect. The service was in breach of legal regulation in relation to dignity and respect

This service scored 45 (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. Staff did not always treat colleagues from other organisations with kindness and respect. People were approached by staff in a polite manner. However, the focus of interactions with people was based on the needs of the service rather than people's needs. Staff did not always recognise how to promote dignity, we observed people within the service that were not appropriately dressed, which compromised their dignity and when we raised this with the registered manager, their response was to that this would not be addressed due to the persons dementia. Staff were not always respectful of their colleagues. For example, when speaking with one staff member they use derogatory language relating to other staffs’ ethnicity.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People's preferences were not always respected to maintain their independence. Care plans detailed how people liked to receive their personal care. This was not always followed by staff. For example, one person's care plan stated they preferred their personal care on an afternoon. Records showed that this person was assisted with personal care on a morning and regularly became distressed during this time.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. The provider had a system in place which restricted people's use of incontinence aids. The administrator of the service allocated 4 incontinence aids every 24 hours for people. The service did have additional incontinence aids available if people required more, however these were not the prescribed aids people required. We observed people been offered choice during the assessment; however, staff interactions were basic and lacked effective communication.

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. Staff were not always available to support people when they needed it. For example, we observed one person become distressed in a communal area and staff were not present to support them. This person was supported by a relative visiting their family member. Another person told us that they couldn’t get up because the staff were too busy. We later saw staff come and assist this person to get out of bed just before lunchtime.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. All staff we spoke with told us they had raised concerns with the registered manager about staffing levels at the service. The staff felt their concerns were not listened to, valued or acted upon. Staff told us that due to staffing levels people's care was compromised and they could not provide basic care needs to people.