Gorton Mill House

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection for this 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 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 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. Relatives and people said the care staff were kind and caring. One person said, “Yes, they are thoughtful, think about things and get them done.” Feedback from professionals was positive about working with the service. Feedback gathered by the service through surveys was positive.

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’s individual needs and preferences were recorded and understood by the care staff, including people’s cultural needs.

The service did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. Feedback from relatives was that a minority staff did not encourage people to do things for themselves, were task orientated and did not always communicate with the people they were supporting. A relative said, “They (the care staff) could offer more choices and encourage more independence.” We saw this issue had been discussed during a recent staff meeting. Staff we spoke with explained how they prompted and encouraged people to be involved in their own care where possible. Feedback from the service’s survey about the staff support provided was positive. The service had organised a weekly social bingo session. This was set up to provide people with social contact on weekends. The service also supported people to be able to go on trips organised by the extra care scheme.

The service 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. There were enough staff available to respond to people’s needs, although we were told there could be a delay when someone used their buzzer to request assistance if staff were supporting other people at the time. Staff said they communicated with each other if they were attending a support call to establish who was available to respond to the call for assistance.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were positive about working for the service and felt their wellbeing was supported by the management team. A member of care staff said, “The work environment is good; we work as a team, so everything goes as planned. I can go to see the managers if I need to.”