Farway Grange Care Home (Nursing)

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• 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 assessment we rated this key question good. At this assessment the rating has remained good.

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 their relatives consistently reported that staff were kind, caring, and respectful. They felt confident that personal information and details about their care were kept confidential. People expressed that they were treated with dignity and that their individuality was always honoured. Staff confirmed they had received training focused on promoting dignity and respect in their interactions with people and each other. Feedback about staff kindness was overwhelmingly positive, with comments such as, “Staff are kind,” and “They [staff] are friendly and caring.” Health professionals also remarked that staff were consistently kind and respectful. We observed numerous natural and kind interactions between staff and people. Staff spoke with warmth and patience, reinforcing the respectful and compassionate culture evident throughout 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, with staff showing respect for their backgrounds, preferences, and identities. The service demonstrated a clear understanding of cultural needs and protected characteristics, ensuring these were supported consistently. Care records contained detailed information about people’s lives, including significant personal histories such as their younger years and work experiences. This knowledge helped staff deliver person-centred care that was meaningful and tailored to everyone. Care and support plans were centred on individual wishes and preferences, promoting autonomy and respect for each person. Feedback from staff and partner organisations confirmed that this personalised approach was firmly embedded within the service’s culture and daily practice. During the inspection, we observed staff engaging with people in ways that recognised their uniqueness and valued their personal stories.

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 were supported to make choices and maintain as much independence as possible. During the inspection, we observed many respectful and encouraging interactions between staff and people, with staff consistently offering choices related to food, drink, and activities. Care plans clearly outlined each person’s independent abilities and provided guidance for staff on how to promote and support these skills. Staff demonstrated a strong commitment to fostering independence. A staff member shared, “I always put myself in their place. Even if they have their care in bed, I want them to feel empowered. Even doing something together gives them dignity.” People’s choices were respected and supported within their care plans, which were developed with input from relatives and healthcare professionals to ensure personalised and empowering care.

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.Staff were attentive and responsive to people’s immediate needs, acting promptly to relieve distress and discomfort as it arose. Throughout the inspection, we observed staff noticing and addressing people’s needs quickly and calmly, demonstrating a person-centred approach. People and their relatives reported that communication within the service was effective, and they felt informed and involved in decisions about their care. Records showed that staff consistently supported individuals’ specific needs and liaised with external professionals when necessary, ensuring timely and personalised responses.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.The provider promoted staff wellbeing and actively supported staff to deliver consistent, person-centred care. There were clear processes to support staff mental and emotional health, and they reported feeling valued and heard. Regular team meetings and opportunities for working together contributed to a positive culture. The registered manager maintained an open-door policy, which staff said enabled them to seek advice and reassurance whenever needed. A staff member shared, “The registered manager [name] is very understanding and open-minded. Supports us emotionally and professionally.” This reflected a leadership style that was accessible, supportive, and empowering.