Geraint House 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.

People told us staff were kind and caring and respected their privacy and dignity. One person said, “The care is really good the staff are kind and caring.” Another said, “The staff are kind and friendly.”

Staff knew people well and described what mattered to people and how they respected this. A staff member said, “I always treat people with respect, knock before entering their room, protect their privacy during personal care, and encourage them to do as much as they can for themselves. I believe it’s important that people feel valued and in control of their own lives.”

We observed interaction between people and staff were positive. People were relaxed and at ease. Staff had time to spend with people and had developed trusting relationships.

Staff had training about privacy, and dignity and data protection. A staff member told us, “I don’t discuss residents in public areas, and I make sure any records or information are kept secure and handled properly. I make sure everyone feels safe, respected, and supported at all times.”

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.

Two people we spoke with had lived at the service for many years and told us they liked the service and staff who supported them. Staff knew people well and knew the things that were important to them.

People’s preferred daily routines were known and respected. Staff were considerate of peoples protected characteristics under the Equality Act 2010. This included peoples cultural, social and religious needs and those relating to their sexual and gender identity, are well understood.

A staff member told us, “I get to know people through their care plans, daily interactions, and by talking to them and their families. For example, [person] likes to go shopping every day at 2pm, so I make sure everything is ready beforehand rather than keeping them waiting. Another person is a slow eater, so during mealtimes I am patient and give them the time and support they need.”

People’s social needs and preferred hobbies and interests were known and recorded in their care plan. Staff supported people to follow their interests. One person enjoyed baking and was supported to do this.

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

One person told us, “The staff support me every day with a shower; they put the soap on the flannel for me, I wash myself and get dressed. I do feel I have the right level of independence.”

Care records showed people’s independence was promoted. People had autonomy about their daily routines and were encouraged to maintain daily living skills.

A person with sensory impairment was supported to remain independent by ensuring furniture was always arranged in the way they were familiar with. Staff supported them in unfamiliar surrounding when going outside.

Staff knew people’s communication needs, and these were met.

People were supported to maintain and develop their relationships with those close to them. People had free access to their family and friends, there were no visiting restrictions.

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.

People told us staff responded to their needs without delay. We saw staff interacting with people, providing reassurance and support when required.

A staff member described how they recognised distress and how they responded. They told us, “I understand that behaviour is often a form of communication and may be due to someone feeling upset, confused, frightened, or in pain. I stay calm, speak gently, and provide reassurance while trying to understand the cause of the behaviour. If needed, I would give the person space or support them to move to a quieter environment, while always ensuring safety and following their care plan.”

Staff knew how to respond to accidents or incidents. They followed the providers policies and procedures and sought medical attention when required.

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

People were supported by staff who felt valued by their leaders and their colleagues. They had a sense of belonging and the ability to contribute to decision making. There was a consistent team of staff, many of whom had worked at the service for many years. Staff we spoke with described effective team working, good staff morale and supportive management.

A staff member said, “I would say staff morale is really good here. Everyone gets along well and we work together as one team, creating a friendly and supportive atmosphere. We support each other, help out on busy shifts, and all share the same goal of providing the best care possible. Staff feel valued and respected, and overall, there is a positive team spirit in the service.”

A staff member told us there was balance between professional and personal life. They were able to request time off to attend important appointments.

Staff told us they were encouraged to share feedback and ideas. They had opportunities to do this at team meetings and supervision sessions. Individual staff wellbeing was a standard agenda item at each staff supervision session.