Toray Pines 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.

This is the first assessment for this newly registered service. This key question has been rated 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.

Staff treated people with kindness and respect, and there were systems in place to support people’s dignity, including the use of privacy screens in shared rooms and ensuring people met each other before deciding to share. People were supported in a caring way at mealtimes, with staff helping them choose their meals and offering visual aids such as show plates to support decision‑making. Staff described how they protected dignity during personal care and took time to sit and chat with people to get to know what mattered to them. During one lunchtime observation, a small number of people needed more timely support with drinks and serving, and this was identified as an area for improvement. Overall, people experienced warm interactions, and staff were attentive and compassionate in the way they supported individuals throughout the day.

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.

Staff treated people as individuals and supported them in ways that reflected what mattered to them. People were supported to have lunch with relatives, and care plans recognised that people had personal lives, including preferences about how they liked to present themselves; for example, one person’s care plan noted that wearing jewellery and makeup was important to them. Things that held personal meaning were identified, such as supporting a married couple to enjoy Valentine’s Day together. Relatives were also involved in creating a life library of photographs to help preserve people’s memories and identity. These approaches showed that staff understood and respected the individual choices, routines and relationships that were important to people.

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

People were supported to have independence, choice and control in their daily lives. Some people had chosen to have a double room and were using part of it as their own personal lounge area, reflecting their individual preferences.

At lunchtime, people were offered choices, and staff used show plates. This is a sample plate of the meal shown to people to help them see what the food looked like before choosing. This supported people who found visual options easier than menus. People were able to personalise their meals and were offered seconds if they wanted them. Care plans also recorded people’s choices about where they liked to spend their time, their hobbies and interests, and the activities they enjoyed taking part in, helping staff support people in ways that suited them.

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’s immediate needs were responded to, and staff took steps to support people before mealtimes by helping them wash their hands and giving out individual wipes, although some people were unsure what the sealed wipes were for and needed clearer guidance. Staff were responsive when people called out, and call bell audits showed most calls were answered quickly. Daily clinical oversight reports also helped staff pick up any issues from the last 24 hours so they could respond to people’s needs straight away.

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

Staff told us they felt well supported by the registered manager and were comfortable raising concerns or asking for help. One staff member said the management team checked in on their health every day and had been very supportive when flexible working hours were needed, which helped them successfully return to work. Staff received regular supervision, updates during handovers, and extra time with senior carer when returning from leave to ensure they felt confident in their roles. They also described the management team as approachable, understanding and always available when staff needed guidance.