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 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 changed to good. This meant people were supported and treated with dignity and respect.

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 provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff interacting with people in a kind, respectful and supportive manner. Staff took time to engage meaningfully with people and adapted their communication to meet individual needs. Where appropriate, staff shared light-hearted conversations and humour, which people responded to positively. Records showed people were treated with dignity and respect, with staff who promoted choice and independence in day-to-day interactions. For example, staff were seen offering people choices about how they spent their time and respected their decisions. A staff member told us, “I take time to get to know each person and what is important to them. This helps me provide support that meets their needs. I always treat people with respect and encourage them to be as independent as possible.” Another staff member said, “We support people to make their own choices and be involved in decisions about their care. We respect their privacy by knocking before entering their rooms, closing doors when providing support, and speaking to them in a respectful way.” Relatives spoke positively about the caring approach of staff. One family member said, “We work well together, my loved one is happy and so I am happy and if I wasn’t I’d tell them about it.”

The provider 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 listened to people and supported them using their preferred communication methods. enabling them to express their choices and preferences. People’s individual, goals, aspirations and wishes were clearly recorded and well understood by staff. Care plans included detailed information about people’s backgrounds, life histories and interests, which helped staff provide personalised and meaningful care and support. People were supported as individuals, bedroom doors displayed personalised name boards, some with pictures of their hobbies and interests, such as favourite football teams or music. People's bedrooms reflected their individual preferences, with varying levels of personalisation according to their wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s preferences and choices were clearly documented, and their independence was actively promoted. Staff understood the importance of using appropriate communication methods to support decision-making. People told us they were encouraged to maintain their independence and make choices about their daily lives wherever possible. People described having control over their routines, including how they spent their time, where they chose to sit and their ability to come and go independently where appropriate. A relative told us, “My husband prefers to spend time in his room not communal areas; this is his choice and preference.”

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. Records, including accident and incident reports, demonstrated people received appropriate care and support when needed. Care plans provided clear guidance for supporting people who may experience distress, including early signs of concern and strategies to prevent escalation. Where people had limited verbal communication, staff showed a good understanding of their needs and were able to anticipate and respond to changes in wellbeing. People told us call bells were answered in good time. Relatives confirmed staff responded quickly and appropriately when people needed support. One relative told us, “Staff are very well trained, they know [person] well and can tell if he isn’t happy.” Another family member told us, “Staff successfully manage [person] behaviours of distress and personal preferences, including her resistance to eating.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had a range of initiatives in place to support staff wellbeing and create a positive working environment. This included flexible working arrangements to help staff balance their work and personal lives and staff recognition schemes. The registered manager spoke positively about the support available for all staff, including the support they received. A member of staff said, “I feel well supported by the manager. I have in the past been supported to adjust my role and my hours to allow me to continue working in a place I love.” Another staff member told us how supported they felt when they were absent at work and returned feeling supported. A number of staff told us the culture within the service had improved and they felt valued and supported by the management team.