Silvermere 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.

People and their relatives told us they were treated with compassion, dignity and respect. Comments included, “Care staff are all very friendly”, “The staff are terribly kind and helpful, and their hearts are in the right places” and “The staff are all exceedingly caring.”

Staff were attentive to people and there were nice, kind interactions between them and people. We observed 1 person wandering into another person’s room and a staff member gently distracted them to guide them into the lounge. We observed staff provide respectful care to people. For example, staff knocked on people’s doors before entering their rooms, introduced themselves, and sought people’s permission before supporting them.

We observed people were treated with dignity and respect. One member of staff had a respectful and friendly rapport with people tailoring their approach dependent on the relationship they had with them. We heard them say “See you soon Pops” to a person who had a huge smile and gave the member of staff a high five. One person had an accident in the corridor during the afternoon, and their trousers had slipped down. A member of staff stopped them and gently suggested they assist them to pull their trousers up to protect their dignity. The member of staff then attracted the attention of another member of staff who then accompanied the person to their room to attend them.

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.

Care plans recorded detailed information about people’s backgrounds, preferences, and their social, cultural, sexual and spiritual needs. Staff understood and supported people in a way that met these needs. One member of staff told us, “Peoples background is captured for people and shared to each department dependant on the impact – housekeeping would be told how they like their laundry folded and their room laid out.”

People and relatives told us they could see each other when they wanted and were made to feel welcome when they visited. One person told us, “My daughter just lives up the road and can visit at any time. They’re very welcoming here.”

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 they were encouraged with their independence and given choices around their care. One told us, “I’ve just finished doing some gentle exercises. They give us choice to do what we want.” Relatives told us, “They encourage him to be as independent as he can” and “I see (family member) for breakfast or see her for coffee and spend the afternoon watching television in my room.”

We observed people on 1 floor accessing all areas of the home including going into the garden. There was scheduled works being undertaken on another floor so some of the signage on the bedroom doors to help orientate people were missing. However, there were plans in place to address this. Despite this people were seen being supported to find their rooms.

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 to people’s needs without delay, and with dignity, respect and kindness. One member of staff walked past people asking if they felt too warm. They responded they did so the member of staff opened the doors. A person responded to this and told us, “Now she is brilliant” referring to the member of staff. We observed a person appeared confused and stopped at the snack area in the front lobby and picked up crisps just looking at the packet. The staff did not rush them and spoke to them asking if they wanted the crisps before gently taking them off them and putting them back.

Throughout the day, when people approached staff and leaders, they stopped and listened and gave them time to talk. One person told us, “If you want something to happen, you just need to ask. It’s relaxed and easy and no pressure here.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There were processes in place to support staff wellbeing. The manager told us, “We have an Employee Assistant Programme for things staff cannot discuss with their line manager. Staff have easy access for medical health so staff can get medical appointments if unwell which is helpful.”

Staff told us they felt leaders were keen on ensuring staff wellbeing. Comments included, “We all have enough and regular breaks. As a senior carer, I make sure there is enough cover when staff go on their breaks” and “Now it is much much better. I am mentally so relaxed, my team are happy, and I don’t want to see anyone stressed.”