Sandgate Manor

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 changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives were positive about the staff who provided them with support. People told us or indicated they were happy with staff. One relative told us, “They’re very good, they are very kind, respectful, they’ve got a nice demeanour about them, no issues with that at all. They don’t talk over [my relative] at all, they put [my relatives] needs first.” People were relaxed in staff’s company. Some people laughed with staff or made noises to indicate they were happy.

Staff spoke to people in a kind and respectful way. Staff knocked on people’s doors and asked people’s permission before entering their room. When staff asked people if they wanted support with areas such as personal care they did so in a discreet way which respected and promoted people’s privacy.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Some staff knew people very well and newer staff were getting to know people by finding out more about people’s preferences and how they wanted to be cared for. Staff were working with people to identify how to build on their strengths and in a way that worked for them. For example, one person lived with a visual impairment. Staff had considered what the person could see when creating a sensory space for them. The person did not communicate verbally so staff observed how the person responded to sound and light touch and texture as they learnt more about the persons likes and dislikes.

There were now more opportunities for people to be independent. For example, some people now made their own drinks. One person told us how they had started to go out independently, and they were proud of this achievement. However, the kitchen area remained inaccessible to some people. Some people preferred not to participate in tasks such and cleaning and laundry and staff needed to continue to improve the encouragement people received to engage in daily living activities.

The level of activities people engaged with varied, and some relatives told us their loved ones would benefit from going out more. However, efforts were in progress to improve opportunities for people, and some relatives told us the levels of activities had improved. One relative told us, “They are trying to do a lot more in the house at the moment. This stopped for a long time, but they are doing more now. They are trying to take people out more; this is working well.” Another told us, “They are doing better at supporting [my relative] going out into community and doing things [they] want to do.” One staff told us, “We are trying more activities, people are being asked more and being supported better to make their own decision now about what they want to do.”

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.

Staff responded to people throughout the day when they needed or asked for assistance. They also checked in with people to ask if people wanted support or assistance. One person’s electronic communication device stopped working correctly during the inspection. Staff identified this quickly and reported the issue for an urgent resolution.

The registered manager cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were positive about how they were supported in their role. One staff member said, “When I first started I felt a bit overwhelmed, but the management were supportive and I have no worries.” Staff said they got their breaks and that management would listen if they had concerns or needed support. Staff said they felt more appreciated in their role. One staff said, “We are thanked for our efforts, I feel good about that and feel happy about that.”