Saintbridge House Nursing and 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 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 95 (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.

Care staff were deployed in a way that enabled them to be generous with their time, and they understood the importance of maintaining people’s relationships with loved ones. One example was a member of staff who accompanied a person to wedding. The person had significant mobility needs and would not have been able to attend such an important family event without dedicated support. By offering to go with him, the staff member ensured he could be part of a cherished milestone. This is a clear example of a team member being supported by the provider to go above and beyond to enrich a resident’s life and help them create lasting, meaningful memories.

People told us without exception that staff approached them with kindness and respect and understand what was important to them as individuals. Staff spoke with confidence and compassion about how they supported people which supported what people had told us. They understood peoples likes, dislikes, histories and what was important to them, and worked collaboratively with people to provide individualised care. People told us that intimate care was handled with sensitivity, with a focus on protecting people’s dignity. Relatives echoed this positive feedback and described staff as “brilliantly friendly and willing to give “110%”. One relative shared their experience of being able to go on holiday for the first time in years since their loved one moved into the service, as they had full confidence in the care being provided.

People described staff care as consistently thoughtful and unhurried and we observed this in all interactions. People told us that all aspects of communication with them were outstanding. One person told us, “I can’t fault the dignity and respect here in the way they speak to you, respect your privacy and in the way they care for your personal needs.” Another person told us, “‘They are really respectful when they are doing care. They do ask if I mind if they are doing personal care. They always knock on my door, don’t just walk in.”

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, we observed that a person had a specific care plan in place for his hip shield, which explicitly detailed the actions, outcome, and goals for this person in relation to this. The impact of this meant better quality of life for this individual and increased independence as care was being appropriately delivered. Staff demonstrated a good understanding of the people they supported and described how care was tailored to ensure these needs were respected in daily practice. Care plans also contained detailed information about people’s personal histories, cultural and religious needs, and preferred routines.

We saw evidence that people and their families were involved in planning and reviewing care where appropriate. Staff spoke positively about the person-centred culture within the home and how this supported them to deliver individualised care. A staff member told us, “I am so proud to work here. Every day I work hard to make people smile. We do so much for people to give them the quality service and give them the best care we possibly can. I absolutely love this home.”

Staff demonstrated exceptional understanding of the people they supported. The care teams’ approach to people was to identify their individual strengths and goals and work together to support people to achieve these. A relative told us how their loved one had become confined to bed at home and unable to hold a drink. The relative was concerned that their loved one would never recover. Staff’s intensive support within the first week resulted in the person mobilising independently with a frame. The relative told us, “It’s absolutely amazing here… we found this place and the rest is history.” This reflects the significant, positive impact the service had on the person’s recovery and independence, enabling them to regain control in their life.

People were supported to follow their chosen religion or faith. Regular services, including holy communion, took place within the home, and members of the local church community were available for anyone who wished to speak with them. This helped people maintain important spiritual and cultural connections. A person living at the home told us, “I have been a member of my local church community before coming here. It is very important that I can follow my faith here. There are services here once a fortnight and I can talk to somebody from the local church who comes in every week.”

The provider was exceptional at promoting people’s independence, so people knew theirrights and had choice and control over their own care, treatment and wellbeing.

A professional told us about a situation where a person with very specific dietary preferences was supported with exceptional care. Maintaining choice and control was very important to this individual. A member of staff spent time with them, talking through all the available options, and explaining how the kitchen team could prepare meals exactly to their liking. Staff offered reassurance, listened attentively, and made sure the person felt fully involved in every decision. This demonstrated highly personalised, respectful support that upheld the person’s valued independence and long‑established routines.

People were supported to maintain their independence and make choices about their day-to-day lives. Care plans reflected people’s preferences, routines and personal wishes, enabling staff to provide support that promoted autonomy while managing risk appropriately.

Staff showed a good understanding of what mattered to people and how support should be adapted to reflect this. A person living at the service told us, “I can’t do that much for myself and I can’t hear very well, but if I want to go into the garden when it’s nice, they take me.” Staff are aware of the person’s reduced hearing and adjust their communication and support accordingly. Although the individual has limited independence, staff ensure they can express their preferences—such as choosing to go into the garden—and these choices are acted upon. This reflects person‑centred care that takes their communication needs into account.

A member of staff told us, “Everyone has different care needs and we adapt to whatever people need. It is their home. We give people what they want and they would like.”

The service offered a wide range of meaningful activities which reflected people’s interests, life stories, and personal preferences. Several people told us there’s “quite a lot to do,” and it was clear that the options available to people were varied and engaging. Activities were tailored to each person and helped encourage social interaction, independence, and a sense of enjoyment. A person living at the service told us, “There’s quite a lot to do. We play games, have singers, and go on trips out. We go to a café and a garden centre — it’s all very good. [Name of activity lead] gets you to join in and asks you what you want to do.” During the day, this person was seen actively joining in and clearly enjoying the parachute game, as well as a singing and movement session led by pupils from a local academy.

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.

People’s needs were met promptly and in line with their preferences. During our assessment, we found people’s call bells were kept within easy reach and answered without delay. We carried out a Short Observational Framework for Inspection (SOFI) observation, which reinforced people’s views that staff were attentive, aware of what people needed, and quick to respond.

Staff demonstrated a good understanding of how people communicated their needs, including those people who had communication needs. Requests for support were recognised quickly and acted upon promptly to minimise discomfort or distress.

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. Staff were respected and genuinely cared for by the provider. A staff member told us, “The rota is fair and our wellbeing is really considered with shifts. We have employee of the month scheme. Employee of the month gets a card and certificate presented to them.”

The provider cultivated a culture of exceptional teamwork. Staff collaborated effectively and supported one another with professionalism, compassion and respect. The provider advised that the service benefitted from a fully staffed and stable workforce, with many members of staff having dedicated up to 10 years of service. This continuity reflected a positive and supportive culture, underpinned by high morale, strong staff engagement and genuine commitment to delivering excellent care. A staff member told us, “My wellbeing is so well looked after. I have friends who work in other places and it is not comparable. We have regular breaks, we are so well supported. The rota is always fair. They cannot do enough for us here.”

Staff well-being was clearly prioritised within the service. Managers had oversight of the rota to ensure staff were not working excessive hours and committed to increase staffing if needed. Recognition and morale initiatives were in place, including long-service awards, birthday celebrations and an employee of the month scheme, which helped staff feel valued.

The provider demonstrated a strong commitment to supporting staff through personal challenges and by promoting a healthy work-life balance. Staff spoke positively about the compassionate and responsive leadership shown by the provider during difficult periods in their personal lives. They described how thoughtful and practical support was offered, ensuring staff felt valued, respected and well cared for. Staff told us this supportive approach helped them to feel confident returning to work and reinforced their belief that the organisation truly prioritised their wellbeing.

The provider ensured there was a strong culture of staff recognition and support embedded in the service. This assisted staff to feel appreciated and capable of delivering truly person-centred services. Staff feedback reinforced this positive culture. One member of staff told us, “My wellbeing is so looked after, we have regular breaks, we are so well supported. The rota is always fair.”