Archived: The Borrins 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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

A real strength demonstrated by observed interactions and feedback from relatives was the service actively encouraged people to maintain choice and control. Meals were effectively “a la carte” – breakfast completely so, with other meals offering a range of options that were promoted visually as well as verbally. Choice was possible while considering individual nutritional needs. The dining room was presented like a cafe, with attractive table ware and condiments.

Staff anticipated people’s needs but consistently checked with people what they would like. We saw a staff member adjusting curtains to suit a person with limited vision; ensuring that the person had useable light without it impacting on their comfort. The person responded positively, thanking the worker by name, demonstrating mutual respect.

People had freedom throughout the service except for the kitchen and office. People were never discouraged from moving throughout the home but were supported to do so with discretion and respect. Instead of a fixed barrier at the stairs, there was a “VIP rope”, to act as a gentle barrier for the people with poor sight who were observed sometimes using the surroundings to navigate independently. Staff were always nearby to support people mobilising.

A relative told us: “[Relative] is very dependent on staff but has good relationships with all of them, and they very much understand their personality and how to relate to them; they recognise their uniqueness. I also observe that other residents appear very comfortable with staff, there’s an atmosphere of inclusion and engagement.”

A further strength demonstrated was the residents’ handbook. This was a ring binder in each room, with clear pockets containing a multitude of information for people to have available at any time. It included key worker information, activities, food menus, information on services available, who to contact with any complaints or concerns including safeguarding and CQC. The format of content was tailored to each person, for example large print.

Relatives also praised how the staff were supporting people to make video calls, joining in conversations, giving reassurance to people unable to visit on a regular basis while helping people maintain contact with those closest to them.

A person told us: “I made my own decision to move into the Borrins, based on its local reputation, as I recognised the degree of help I need in everyday living. I’ve been able to maintain my preferred daily routines with little change; I get up and change for bed when I want to. I tend to keep myself to myself by choice and feel in control of my life. I miss gardening but the grounds are nice to go around. I’ve got my room just how I want it.”

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.