The Firs Residential 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 good. At this assessment the rating has remained 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.

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. We observed staff were mindful of people’s privacy and dignity, for example by knocking on doors before entering rooms and ensuring personal care was delivered discreetly.

Staff knew people well, which helped build trusting relationships. This contributed to a calm and relaxed atmosphere within the care home, where people appeared at ease and well supported. People told us they felt happy at the care home, and staff treated them well. For example, 1 person said, “I really like it here. I am happy here. The [staff] are nice to me.”

People’s relatives told us their family member was treated with kindness and respect. For example, 1 person’s relative said, “[Person] has been treated with kindness all the time, 100%”

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.

People were involved in planning their care, and care plans reflected what was important to them and how they wanted their care to be delivered. People told us they spent their time as they wished to, and relatives said people’s preferences were sought.

People told us staff knew them well and understood their individual needs. We observed staff addressing people by their chosen names and engaging them in meaningful conversation about their interests and daily lives. This helped to create a positive and personalised experience for people.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

While staff were visible and readily available to offer support, they understood the importance of encouraging people to maintain their independence, choice, and control over their daily lives. This approach helped people to feel confident, supported, and in control of their own care and daily routines. One person’s relative told us, “[Person] is quite independent, they leave [person] to get on with as much as [person] can. I really appreciate that they allow [person] that, and don’t try to take over.”

Staff organised different activities, and there was a dedicated activities staff member at the care home. The manager told us they wanted to increase community activities, and some people had enjoyed a recent visit to the cinema. People told us they enjoyed the different activities on offer, which included exercises, painting and jigsaw puzzles. Other activities included a mobile visiting animal experience to the care home.

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 knew people well and consistently listened and observed for any changes in their health or wellbeing. This meant concerns were identified early, acted upon without delay and communicated with people’s relatives, when appropriate.

Staff understood when to seek urgent medical support and what situations required routine review by a GP. We saw many examples where staff contacted healthcare professionals promptly, always with the person’s safety and wellbeing as the priority. Visiting healthcare professionals told us staff were caring and responsive in their duties and completed any follow up actions without delay.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff spoke positively about the support they received from the manager and senior team. They felt able to raise concerns and were confident they would be listened to and acted upon.

Staff told us they felt valued and involved in developing the service. They described an award ceremony where they were recognised for their contributions and celebrated colleagues’ achievements, helping to promote a positive culture. Staff also felt well supported by the nominated individual, who visited weekly to gather feedback.