Sandhall Park

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 treating people with dignity and respect. Interactions were kind and people seemed happy with the care provided. Staff told us that they tried to encourage friendships, they respected people and put their needs first.

One person said when asked about the staff, “We have a laugh, it’s nice here, all the workers are lovely, nothing is too much trouble for them.” One family member told us, “I think the carers are really kind. I feel that they really care about the residents.”

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 and managers spent time to get to know the people and to understand their individual preferences. Their knowledge of people was reflected in how they spoke about people, giving details of people’s likes and dislikes and how they met their individual needs. One family member told us, “Staff know [relative] well, and I get the impression they are familiar with all the residents and take the time to get to know them well.”

Care records included details of people’s history to help inform staff about their hobbies, interests and cultural preferences.

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

People were supported to have choice and control over their care and make day to day decisions about all aspects of their lives. For example, people chose when to get up, what to eat and how they wanted to spend their time. Staff were respectful of these wishes. One person said, “I don’t need an awful lot of help. I can do what I want to do.”

Activities were currently limited in the service due to the recent departure of the activities co-ordinator; however, people were happy spending their days as they chose. Effort had been made to have outside entertainment provided for people and the provider was actively seeking to fill the activities coordinator role so people could have more choice. People were able to spend time with others and visitors were welcomed.

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 monitored people’s health and wellbeing daily. Staff knew people well and took the time to observe for signs of pain and distress, including non-verbal cues. Concerns would be escalated and help sought from other professionals when needed. One professional was complementary about the responsiveness of staff, they told us, “The attention to detail given to each person, both in personal cares and in support of their other needs, is above and beyond what I witness elsewhere.”

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

Managers were approachable and on site daily to support staff. Staff told us their managers were supportive and patient, taking time to work with them and share new processes to help ensure a good level of care. One staff member said, “The managers are there for everyone and never too busy to help.”

Meetings were arranged at different times to ensure all staff were involved and had the opportunity to provide feedback or raise concerns.