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

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.

Staff treated people with kindness and were respectful in their interactions. We observed calm, patient support in communal areas and saw staff speak to people in a warm and reassuring way. People told us they felt well cared for. One person said, “You won’t get better than this. I wouldn’t change anything. The staff are very nice.” Another person said, “I like this place. The staff are caring and friendly and look after me very well.”

Relatives spoke positively about how staff treated their family member and told us they were always made to feel welcome when visiting. The activities coordinator spent unhurried time with people, supporting group activities and offering individual interaction, which contributed to a positive atmosphere.

We saw staff knock on bedroom doors before entering and explain what they were doing, which showed respect for people’s personal space. People appeared comfortable around staff and told us they felt respected. These observations reflected a consistent approach to dignity and compassionate care.

Some people and relatives reported that items such as clothing had gone missing. While staff attempted to locate belongings when this was raised, missing personal items can affect people’s dignity and sense of ownership. This was an area that required closer oversight to ensure people’s possessions were consistently respected.

Staff knew people well and supported them in ways that reflected their individual preferences, routines and backgrounds. People told us staff took time to understand what mattered to them. One person said, “I like this place. The staff are caring and friendly,” and another person said they were happy with the support they received.

Relatives said staff understood their family member as an individual and adapted support when needs or preferences changed. We observed staff offer choices around meals, seating and activities and saw them check what people wanted rather than assume. Staff used what they knew about people to guide conversations and build rapport, which created familiar and comfortable interactions.

The activities coordinator tailored sessions to people’s interests and staff paid attention to how each person preferred to spend their time and supported them in a way that felt personal and not task‑led.

People were supported to make their own choices and told us staff respected their preferences. Staff asked what people wanted rather than deciding for them, including choices about food and how they spent their time. One person told us they enjoyed being able to go to the shops opposite when they wished, which supported their independence.

We saw staff offer prompts and reassurance so people could do as much for themselves as possible. Staff allowed time for people to make decisions without feeling rushed and adapted their approach depending on how each person preferred to be supported. Activities were flexible and people were invited to join in or decline.

Staff responded to people in a timely and attentive way. We observed staff present in communal areas, noticing when people needed support and offering help without delay. Staff checked in with people during conversations, adjusted their approach when someone appeared unsure and offered reassurance when needed. People told us they felt staff were available and responsive when they asked for help.

One person said they had previously experienced someone entering their room unexpectedly and told us staff had said they would look into this. Another person described how staff supported them after an incident in the garden. These examples showed staff recognised when people needed urgent help and took action to reduce distress or discomfort. Staff were familiar with people’s routines and used this knowledge to spot changes early and act before issues escalated.

Staff told us they felt supported by the manager and were able to raise concerns when they needed to. They said there was an open atmosphere in the home and described the manager as approachable and available. We observed calm interactions between staff and saw team members check in with each other during the visit, which helped maintain a steady pace of work.

Some staff said the workload could feel busy at times and that they would have liked more time to spend with people, but they also said colleagues worked together to make sure essential care was completed safely. Staff said they were comfortable asking for help and felt listened to when they raised issues.

Supervision and training arrangements were in place and staff told us they had opportunities to speak with the manager about any concerns or support they needed. These arrangements promoted a culture where staff felt valued and able to carry out their roles effectively.