Headingley Park 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 requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 55 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. We received mixed feedback from people and relatives regarding their care and treatment. One person said, “Overall they treat me very well but sometimes they treat me like dirt. When I ask for help and they respond abruptly. They sometimes have the wrong attitude because they are busy.” Whilst another person said, “I think the care is pretty good. I’m happy with the service. The staff are very nice; I can’t fault them. They are caring and gentle and I’m very pleased and my mind is at rest leaving [name] here.” During our observations we observed a mixture of interactions between people and staff. We saw some staff were kind, compassionate and caring. However, we also observed some staff having little interactions with people, including when a person was struggling with their meal.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We could not be assured staff treat people as individuals; due to the mixed feedback we received from people and relatives. There was a lack of detailed information in people's care records about their history and preferences and there was a lack of personalisation to people's rooms. We also observed mixed interactions between people and staff.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. Whilst we found staff promoted people's choices with meals and drinks, we found several clocks and information relating to the day and date, to be incorrect. This meant people living with dementia, may struggle to orientate themselves to routines, days and times. We also found a lack of dementia friendly signage around the service. However, people were provided with adapted cutlery and crockery, to aid their independence whilst eating.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We observed staff responding to call bell alarms in a timely way. However staff told us they often felt rushed, and we received mixed feedback from people and staff regarding staff being available to support them. A relative said, “We are absolutely delighted with the care, the carers go above and beyond. [Name] is settled.” A staff member said, “There’s not enough staff on a unit, when 2 staff are on in the afternoon it can get horrendous, running from room to room trying to sort situations.” We also observed several people who required a shave and with long fingernails. Staff told us they had raised concerns with the management team about these concerns, and no action was taken.

The provider cared about and promoted the wellbeing of their staff. Staff told us they enjoyed their roles, and they felt the management team supported them in their roles. A staff member said, “The [registered] manager is lovely and very supportive, they are nice. I can go to them with any problems.” Staff initiatives were in place, such as an employee of the month scheme, which celebrated staff's achievements.