Harry Priestley House

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 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 outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Members of staff were extremely kind and caring. They had detailed knowledge of the people they supported and they talked to them with respect and maintained their dignity at all times. People who lived in the service knew each of the members of staff and were able to engage and communicate with them openly and with confidence they would be supported with kindness and compassion. Relatives were very happy with the care and support provided by members of staff. One relative told us, “Staff are always welcoming. They are a caring staff team.” Another relative said, “They care; they don’t think it’s just a job.” Members of staff were able to describe how they supported people and ensured they were treated with dignity and respect. One member of staff said, “Dignity and respect means treat someone how you would want to be treated, like a family member. Ensure privacy at all times and gain consent. Ensuring you listen properly to how someone would like personal care carried out, reading care plans so you can carry the task out in a person-centred way so you are respecting what that person wants.” Another member of staff told us, “I maintain dignity and respect by ensuring doors are shut and curtains during personal care. Talking to people as you’re performing personal care and asking permissions before supporting them with personal care, ensuring privacy at all times. Not discussing people’s care in communal areas and documenting any queries. Reassuring people where possible and treating them and staff with respect, kindness and politeness.”

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. People were treated as individuals and their individual preferences were known by all members of staff. Some people preferred specific genres of films and members of staff knew how to ensure these were available on the television at the times people wanted to watch them. People’s religious needs were met and groups of people regularly attended services of worship. Relatives recognised people were treated as individuals. One relative told us, “[Member of staff] don’t force [family member] to do things, they have a choice.” Another relative said, “Anything [family member] likes, they can do.” Our observations confirmed people were able to do whatever they wanted in their own home and they were very happy with the care and support they received. A member of staff told us, “I talk to people, gather information about their likes, dislikes, preferences, life history and family, and support them as they chose.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to make choices and have control over decision making in their home. At lunchtime we saw people supported to choose and make their own toasted sandwiches which maintained their independence. Relatives were very positive in their praise for the service. Comments included, “We’ve been very happy because [family member] is so happy.”, “This is the first time [family member] has had confidence.”, “[Family member] is very happy. [Harry Priestley House] has been really good for them.” A member of staff told us, “Over time and by getting to know people on a deeper level, you start to understand their needs, wants and routines and what they prefer; however, it is still important to ask them daily if they would like something different because some days we and them like to change our minds. I ensure people are given a voice and a choice and that it’s not taken out of their hands and as staff we don’t just assume that is how they want it. You start to understand each person’s personality and which people like to have a joke with you or which people like to have their crusts cut off their sandwiches. It is about adapting your personality to match theirs and giving them freedom of speech and freedom of choice but also being there to guide them and encourage where needed. For example, a person may make their own choice of wearing shorts to go out in winter, as a member of staff it is important to explain the weather outside and the implications of wearing shorts in winter but still allowing them time to think about their choice and giving them an option and ultimately allow them to make their own decision.”

The provider was exceptional in how they 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. We observed people sat in the garden in the sunny weather. Members of staff responded to their immediate needs around application of sunscreen, provision of drinks and sitting in the shade. Relatives told us how members of staff met people’s needs. One relative said, “The atmosphere is very good; lots of chatting.” Another relative told us, “[Family member] seems to be happy with the staff.” Another relative said, “It Is just a big family.” Members of staff told us how they ensured they met people’s immediate needs, “Staffing levels work well in the home; we are also reassured management will step in and support staff with care as and when needed because everyone works as a team. The shift leaders plan their day and manage their time accordingly with jobs which need to be done in the home by care staff and housekeepers as well as ensuring people are able to be taken out for activities or in house activities are planned so the home is running well as well as people being engaged in activities. We also have regular staff meetings where we can discuss new approaches, people’s queries or upcoming events so all staff can be kept in the loop.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Members of staff were well supported by the management team and the provider. New starters were supported with a ‘buddy’ so they were able to access regular support and guidance in their role. Members of staff had access to a staff handbook with all the provider’s policies and processes. A member of staff told us, “The provider is a great company to work for. They are supportive to all staff, they offer an app for staff which has employee assistance programme which offers discounts, support with mental health and counselling. The human resources manager is very supportive and a good listener. The provider is menopause-friendly, and they have a wellbeing team and wellbeing incentives.”