Rutland Road 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff treated people with consistent kindness and showed genuine interest in their lives. They listened carefully and understood how people felt, which helped them offer thoughtful support. Staff protected dignity during all care and checked what people preferred before continuing. They respected privacy, used discreet language and ensured people felt comfortable and in control. Staff knew people well and noticed when someone needed extra reassurance or time. They supported emotional wellbeing and encouraged people to express what mattered to them with calm patience. For example, one person frequently needed reassurance about their relationships with others living at the house. Staff took time to understand their worries, and worked with them with sensitivity to resolve their concerns. They also supported each other kindly, which created a calm and welcoming atmosphere. Care felt personal because staff took time to connect and never rushed people. People described staff as caring, attentive and respectful, demonstrating that people were truly valued. 1 person said, “I like the staff, especially [Home Manager]. [They] have my back and stick up for me. I know they will listen and make me feel I matter.”

Staff treated people as individuals and understood what made each person unique. They learned about people’s backgrounds, beliefs and preferences. This enabled them to shape support that suited each person specifically and match staff to best meet their needs. Higher energy staff were matched with people who wanted to get out and about and socialise, and quieter staff with people who preferred low-key home-based activity. Some people went out to music concerts and community events, others preferred to play board games and even taught staff how to play chess. The impact of this on people was an increase in confidence as they built trust in the staff team. They were more willing to participate and try new opportunities both at home and for some people, in the community. As a result of building trust with staff, 1 person had recently taken a major step in supporting their own wellbeing by attending community recovery groups. This was a big achievement and helped them to be more hopeful for their own future, and to feel connected and supported. The home manager said another person who was living with dementia had started to recall memories from many years ago and there had been a reduction in their symptoms as their confidence in staff had grown. Staff respected protected characteristics and recognised how these influenced people’s daily lives. They supported their cultural needs with sensitivity and offered choices that honoured these needs. For example, 1 person was supported to make use of community settings where they could meet people from their own cultural background. Staff had also supported them to include meals from their culture into the weekly menu. Staff communicated in ways people understood and used tools when people needed extra support. They encouraged people to express their wishes and make decisions about their care. Staff worked with partners and families to understand personal histories and preferences. They also respected privacy and dignity in every interaction. During site visits we observed care that felt personal, thoughtful and shaped around what each person valued most.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff empowered people to live with a high level of choice and control, encouraging positive risk taking to support people to develop their confidence. They encouraged people to make decisions about daily life and celebrated their individuality, respecting their choices without judgement. This was a key aspect of the provider’s approach to support, requiring staff to be thoughtful in their engagement with people. They balanced carefully people’s rights to autonomy while considering the potential impact on the person or others of high risk choices they may make. Staff were skilled at responding calmly to information they received about potential risks to enable them to fully understand what had happened. For example, they knew that 1 person sometimes expressed how they were feeling by saying they had engaged in a particular risky activity when it would become clear they had not. Through their careful, non-judgemental and kind approach they were able to look past the claims that were being made to understand the emotions the person was sharing in this way with them. Staff supported people to pursue their interests and build on skills to meet their aspirations. They encouraged community involvement, so people were involved in a lot of community groups and made use of local resources. The provider and the home manager had identified where there were gaps in resources to meet people’s needs and had designed an in-house service to support them to build their confidence and have meaningful opportunities that they otherwise may not have had. For example, a reading group, maths sessions and woodwork. 1 person said, “I am making birdboxes. I like to watch birds, especially Robins.” People were able to stay connected to relatives and friends if they wished. 1 person had been supported to exchange Christmas gifts with a long lost family member that staff had supported them to get back in contact with. At the same time, they respected people’s choices about relationships and respected when people preferred not to make contact. People said they felt empowered, valued and in control of their care and future.

The provider listened to and understood people’s needs, views and wishes. Staff listened closely to people and understood what they needed in the moment. They noticed changes quickly and checked how people felt before offering support. They were exceptionally engaged and recognised verbal and non‑verbal cues, responding quickly to early signs of distress or worry. They understood each person’s communication style and adapted their approach to match it. Staff offered reassurance where it was needed and remained kind and patient at all times. They stayed alert to potential triggers and stepped in quickly using their knowledge of each person to anticipate needs and reduce worry. For example, they were aware the presence of the inspector was a potential trigger for 1 person. They provided gentle support to the person, introduced us carefully, and supported the person to understand why we were there. They made clear to us to give the person space to approach us if and when they felt comfortable, which after some time they did, and we were able to have a positive conversation. People confirmed they felt understood and confident that staff would help them when needed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff felt supported and well cared for, which helped them give good person-centred care. The management encouraged open conversations and listened when staff shared concerns or ideas. They offered support when staff struggled and checked in regularly. Staff said they felt valued, respected and part of a strong team. Staff felt safe at work and knew how to access support when needed. They received help with wellbeing and could ask for adjustments that suited their needs. The provider recognised the value of a diverse workforce and encouraged everyone to contribute. Staff worked together with kindness, which created a positive environment for people. As staff felt supported and included, they had the time and energy to focus on people’s needs.