Canterbury House 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

People were treated with kindness and compassion by staff who respected their privacy and dignity. People’s independence was promoted wherever possible, and their choices and wishes were respected to ensure people had maximum possible control over their care and treatment whilst living at Canterbury House Care Home. Staff responded promptly to people’s needs when required. Staff felt supported and valued by the management team.

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.

People spoken with were happy with the care and support provided. People told us they were treated with care and kindness by staff and spoke positively about staffs caring attitude towards them. People told us staff understood their specific care needs and were aware of their personal preferences, likes and dislikes. Comments from people included, “The staff are amazing and treat us with care and kindness, I cannot fault them”, “They [staff] are kind and do everything with a smile, staff are very friendly” and, “Staff do a good job, they are definitely kind and caring, I have no complaints. I’d tell them if I did.” Observations during the assessment demonstrated that people received appropriate care and had a good rapport and relationship with the staff who supported them, including those who were newly employed and agency staff. Staff knew people well and understood how to meet their needs. External healthcare professionals spoke highly of the interactions they had observed between people and staff.

Relatives told us that staff knew their loved one well and treated them as an individual. One relative told us their loved one did not like to wear particular socks and this was respected by staff. Staff were observed to treat people as individuals, considering their preferences, likes and dislikes. For example, staff knew where people liked to eat their meals, how they liked to have their drinks and what foods they enjoyed. People's care plans recorded and reflected their individual needs and preferences to ensure these were known, understood, and met by staff. Staff were able to demonstrate a good understanding and knowledge of people’s individual needs and preferences. For example, a member of staff told us how a person experienced frequent anxiety but with gentle persuasion and encouragement would come out of their room at lunchtime to eat their meal.

People were supported to maintain friendships and relationships that were important to them and during the assessment many people were observed to have visitors. Our observations showed people were supported by staff to maintain aspects of their independence. For example, people had access to appropriate equipment, such as walking frames to help maximise their mobility and independence. A member of staff told us that although a person using the service could be breathless on exertion but who liked to mobilise independently, staff walked behind them in case they required support or found the effort of walking too much to ensure their safety and wellbeing. Where applicable people were encouraged to retain their independence at mealtimes. Staff confirmed that some people who were very reliant on staff for most activities of daily living, were actively encouraged to undertake some aspects of their personal care, such as washing their face and hands, and brushing their teeth, to maximise their independence. A person using the service was observed to help clear the table after the morning drinks round and to ask staff if they needed help with washing up within the adjacent satellite kitchen. This was recorded within their care plan. People's care plans contained information to promote their independence, for example, mobilising around the service with no or little support from staff, engaging in social activities, making choices about their diet and meal selection and communication.

We found staff were alert and responsive to people’s needs, recognising when people required support, including having their comfort needs met in a timely manner. Staff were observed to respond to people’s requests for support promptly. A person using the service called out in the afternoon stating they were still hungry after the lunchtime meal and that they wanted a piece of fruit. This was promptly provided. On the day of our assessment, call bells used to summon staff assistance, were answered promptly. Staff told us they knew people well and were alert to people’s changing needs.

All staff spoken with told us they felt supported and valued by the management team and received regular formal supervision. A member of staff told us, “I get regular supervision from the management team. I find supervision to be a helpful experience, getting feedback on my performance including where improvement is required and positive comments.” There was evidence to demonstrate the management team recognised and sought to consider and meet the wellbeing needs of staff. A member of staff told us, “I can talk to any senior member of staff or the management team, including the manager at any time.” Staff told us that training consisted of both online and face-to-face instruction. Staff confirmed that the quality of training provided by the provider was to a good standard. Staff had received training to enable them to have the skills and knowledge they needed to support people safely. The staff training plan provided by the registered manager recorded staff had achieved a high level of training in all relevant topics.