Roche Abbey 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.

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. We observed staff interacting with people and found they were kind and caring. We saw staff closed bedroom and bathroom doors to ensure people’s dignity was respected. Staff had developed trusting relationships with people. For example, we saw 1 staff member engaging positively with someone who was showing signs of anxiety. Their response had a calming effect on the person. People told us staff were kind and respectful. One person said, “They [staff] always knock on my door first [before entering].” Another person said, “The staff are very good and caring. You can’t fault them, they are excellent.”

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. People’s care plans and supporting documentation were personalised and reflected people’s current needs. The management team and staff knew people well and understood their personal preferences. The service had an activity co-ordinator who provided social stimulation for people. The management team had identified the need for a second activity co-ordinator, who had recently commenced employment at the service. Staff told us people had opportunities to access the community to attend places such as church and a local club.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff communicated with people in ways they could relate to. For example, 1 staff member knelt at the side of someone and made eye contact. The person smiled and engaged in conversation. One staff member said, “We promote effective communication with the people we support and care for. This includes establishing the individual's needs and communication preferences.”

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. During our inspection we saw staff were attentive to people’s needs and responded to requests for assistance promptly, including answering call bells. For example, we observed 1 person got up to walk around and staff noticed they were unsteady mobilising on their own. Staff went to the person and began dancing gently with them, the person smiled and joined in.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider supported staff through regular supervision and appraisal and helped them develop to their full potential. Regular staff group and one-to-one meetings took place with staff where they were encouraged to raise any concerns they had, particularly in relation to equality. Staff had access to a staff handbook and reasonable adjustments were considered as part of their employment and reviewed at regular intervals. Staff told us the management team were supportive and approachable. One staff member said, “Supervisions and appraisals are always done timely. I feel that our management are very supportive and always readily available to deal with our concerns.”