Finch Manor Nursing 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 requires improvement. At this assessment the rating has remained requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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 ensure people were treated with kindness, empathy and compassion, or respect their privacy and dignity. Some people told us they were supported by staff who they struggled to understand due to language barriers. One person commented, “[Some] staff do not talk to you during personal care which makes it more awkward, and they are not as patient.” The quality of interactions we observed between staff and people varied. For example, we observed staff support a person through a period of distress. Staff were attentive, knew the person well and demonstrated patience and compassion. However, in another observation a staff member was not applying discretion or respecting a person’s personal space when providing them with 1-1 care. This appeared to cause the person a degree of anxiety and distress. We shared all this feedback and our observations with the management team. The manager took immediate action to address our observation of the staff member providing 1-1 support.

People told us staff protected their privacy and dignity. One person commented, “I hear [Staff] come into my room and ask me if I'm OK and they always knock before they come in.” We also observed staff call out a person’s name who experienced sight loss, so the person knew when staff were entering their bedroom.

The provider did not always ensure people were treated people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. During mealtimes, we saw many people were offered food on plastic plates. There was no information to suggest people were at risk of using non plastic crockery. We raised this with the management team who told us this should not be the practice. Non plastic crockery had been purchased, and they would investigate the reasons why these are not being utilised and remove the plastic crockery from the service.

As we were told at our last assessment, feedback on the quality and the temperature of food people received varied. Some people did not like the food on offer, some people also told us food was cold by the time it was brought to their bedroom. We did observed food was tested using a food probe. We fed back people’s comments about the differing views on the quality and temperature of the food to the management team who told us they would discuss the feedback with the chef.

Some people chose to purchase their own food and have deliveries made to the service. A family member prepared another person meals based on their cultural dietary needs. People told us they could request an alternative from the food offered. A person commented to us, “I sometimes ask for cheese on toast if I don’t want what's on the menu.”

The provider did consider people’s culture and unique backgrounds and protected characteristics. Religious and cultural needs of people were clearly and consistently recorded. People confirmed their religious and cultural needs were met.

People were encouraged to personalise and decorate their bedrooms as they chose.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff were aware of their interests and hobbies. For example, one person told us staff always put on their favourite music for them to listen to. Activities were available. A new team had been recruited and was putting together a plan of activity aimed to reduce the risk of people experiencing social isolation. People told us they were looking forward to a singer who was due into the service as part of Easter celebrations. We observed preparations for this event underway and some people were involved in creating decorations. At times there appeared to be more interactions from the activity staff in some areas of the service more than others. In one area of the home, for example, we did not observe any specific activities take place. However, we saw people accessing the local community move between different areas to join in activities in other parts of the service. For example, one person was supporting staff around the home with a drinks and snacks trolley.

People had the equipment they needed to encourage them to be as independent as they could. Care plans reflected areas of independence. Family members confirmed they visited frequently, and no restrictions were placed upon them.

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. We observed staff responding promptly to people’s immediate needs. For example, one person was upset they couldn’t find an item of clothing. A staff member stopped what they were doing to assist and avoided an episode of potential distress. Another person was feeling unwell. The staff responded quickly and sought medical assistance by arranging a call with the person’s doctor. When the doctor was available, the person was assisted to a private space to discuss their health issues directly.

The manager cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. we observed staff taking breaks throughout our assessment visits. The provider had appropriate policies and procedures in place to support workplace wellbeing including flexible working arrangements. One staff member told us, “I love working here."