The Vale 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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treat people with kindness and care throughout our assessment, staff took a person-centred approach to the delivery of people’s care and demonstrated a good understanding of people’s individual needs. People and their relatives told us staff treated them well. One person told us, “This is a lovely home, nothing is too much trouble for the staff.” And a relative told us, “Staff are very kind, they’re like one big family.”

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. A range of activities on offer which reflected people’s requests and interests. The registered manager organised events for people and their families to celebrate and come together. Relatives told us of the individual support their family members received. For example, one relative shared how staff had supported a person with their hobby and to buy a fishing rod, and staff told us how they were planning to take the person fishing.

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 empowered to share their views and opinions on the service and any changes they would like. The service held regular resident’s meetings which provided valuable feedback to the registered manager who acted on their suggestions. For example, when people had made suggestions to improve a dining area, the provider acted on their suggestions and a refurbishment plan was in place. In addition, people had made suggestions in respect to activities and a trip to the seaside and these had been acted upon.

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. We observed staff to be alert to people’s needs throughout our assessment, staff were responsive and available when people needed them. Staff spoke to people with familiarity, and it was clear they knew people well and understood what their needs were. People confirmed this was the case during the night too, one person told us, “If I need help at night, the staff come as soon as I call for them, I have never had a problem, they were very quick to get an ambulance too when I needed one.”

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.