James Burns House

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 service involved people and treated them with compassion, kindness, dignity and respect.At our last inspection we rated this key question good. At this inspection 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 service 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 and relatives told us staff were kind and caring. Feedback received was positive about staff kindness and their approach. A person said to us, “I am happy here. I want to stay here forever.” A relative said “My loved one is treated with dignity and kindness.” We observed staff to be kind and caring and supporting people with dignity. There were many kind and caring interactions with people and staff. Staff were polite and engaged well with people. Staff had training in dignity and respect and told us how important it was to ensure people were cared for and felt happy. There was a relaxed atmosphere in the service.

The service 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.People told us they were treated as individuals. Staff knew people well and respected people’s individuality. We observed people being treated as individuals and the service meeting people’s personal preferences. One person said to us, “Staff make me happy.” Another person said, “As always I have been treated with dignity and respect.” A family member told us, “Staff do know my loved one and know their needs.” Records showed the service had learned about people’s lives, including their hobbies and interests. We observed many occasions where people’s choices and preferences were sought and carried out.This included how people wanted to spend their time, what they would like to eat, drink and wear and how they would like to be supported. Care plans were detailed and had information about people’s specific needs and conditions. Staff communicated with people using a range of techniques specific to the person.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People told us they had choice over how their care was delivered and how they spent their day. The service employed dedicated staff to organise regular activities. Staff knew what people enjoyed and provided activities based on people’s interests and likes. One relative said, “Activities they do are superb. They are varied and suitable for all.” People chose how to spend their time. The service focused on promoting people’s independence and staff told us they understood the importance of this. Staff placed importance on people having a voice with-in the service. A relative told us “Yes, they are keeping my loved one as independent as possible, choice and control always.” A staff member told us, “One of the residents enjoys helping others, particularly residents with dexterity difficulties. This gives them a strong sense of purpose, and they clearly enjoy being involved and helping others.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.People told us staff were there when they needed them.The service sought feedback through monthly residents’ meetings on various topics, such as, staff recruitment, activities, food and drink and changes to the service, updates from actions from previous meetings and general feedback. The service completed regular surveys for people, staff and relatives. The service shared results with people, relatives and staff and worked to complete any actions or issues that arose. A person said, ““I am happy here because of the atmosphere and people.” The service listened to and understood people’s needs, views and wishes. We observed staff attending respectfully to people’s requests and emotional needs throughout the inspection. Staff understood people’s needs changed and were different from day to day.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.The service was committed to the wellbeing of staff.The provider had various staff recognition schemes andwas looking to introduce, an employee of the month award and attending award ceremonies. The provider had a confidential employee assistance program that was accessible to all staff. The provider knew the importance of keeping staff updated and informed via blogs from the senior team, newsletters and team meetings. Staff told us they enjoyed working at the service.