The RedHouse Care Home

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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

We assessed 2 quality statements in the caring key question. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. Our rating for the key question remains good. People told us they were supported to maintain their independence and that this was important to them. People spoke positively about the staff and management team. Comments included, “Staff are very lovely”, Staff are always here to talk to if you want to” and “The registered manager comes to talk to me upstairs and we have a lovely chat.” Relatives were equally positive. Comments included, “The staff are very caring and very energetic”, “The staff are welcoming and friendly” and “It is fantastic here … they are all very helpful.” People confirmed they were able to have visitors and contact their friends and family when they wanted them. People and relatives confirmed the home was hospitable; drinks and snacks were available and offered regularly. Staff were able to describe how they promoted people’s privacy and dignity. Staff spoke positively about people and how they enjoyed getting to know them individually and ensuring they spent the time with them they needed them to. Feedback from professionals was positive, they had no concerns about the service and their feedback indicated people were treated with kindness and compassion. People’s personalised histories were detailed and were used by the provider and staff to engage in conversations and offer activities personalised to people.

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 spoke positively about the staff and management team. Comments included, “Staff are very lovely”, Staff are always here to talk to if you want to” and “The registered manager comes to talk to me upstairs and we have a lovely chat.” Relatives were equally positive. Comments included, “The staff are very caring and very energetic”, “The staff are welcoming and friendly” and “It is fantastic here … they are all very helpful.” People and relatives confirmed the home was hospitable; drinks and snacks were available and offered regularly. People confirmed they were able to have visitors and contact their friends and family when they wanted them. One person told us, “Visitors can come when they want.” Relatives confirmed they were able to freely visit, and no concerns were raised in relation to having ever been prevented from visiting or about any restrictions being placed on visits by the provider.

Staff were able to describe how they promoted people’s privacy and dignity. Staff were able to describe how they promoted dignity and respect in their practice; explaining what they are going to do before they do it, asking for the person’s consent, checking their wellbeing throughout and making sure they speak to the person not about them. Staff confirmed visitors were welcomed and able to visit when they wanted. They acknowledged there were protected meal times but that this would not prevent a visit being supported. Staff spoke positively about people and how they enjoyed getting to know them individually and ensuring they spent the time with them they needed them to. One staff member told us, “Taking time with the person to give them the care they deserve, give them dignity, give them the time of day, listening to them and making sure give them what they want.” Staff were able to described people’s individual likes and dislikes. The registered manager told us how they role modelled best practice to staff and worked alongside them to do so which also enabled them the opportunity to be aware of interactions between staff and people and to ensure the values of the service were demonstrated by staff in their practice.

Feedback from professionals was positive, they had no concerns about the service and their feedback indicated people were treated with kindness and compassion. For example, one professional said, “Staff are very kind and caring in their approach and treat people with dignity and respect” and another said “Yes [Staff] are all very caring and they know the residents well in the home. They are always engaging with the residents, one gentleman loves football and will engage him with this, when he calls out support for his team, they will have a laugh and joke with him. They will always speak to residents in passing and will call them by their names.” Professionals told us they felt people received safe care and staff were skilled and competent in meeting people’s needs. One professional told us, “I’m very impressed with the home overall. The manager is here a lot … she is always available to me when I am here and open to speaking to me. The residents are the most important to her.” Another professional told us, “What stands out for me is the types of activities I see when I visit, as a minimum fortnightly but sometimes more in-between. They don't always know I'm turning up. Consistently see activities taking place. Seen some really positive effects in the people involved in.” A third professional said, “There is such a lot of stimuli going on in the home which makes such a difference to people … The atmosphere is uplifting and relaxing, nothing to fault." Another health care professional told us, “My experience of the home is their activities are really good, especially for those residents who require 1-1 activities, we often recommend other homes make contact with the home around activities.”

People appeared comfortable with staff and staff appeared to know people well. Such as how they preferred their drinks. We observed people being supported with kindness and patience from staff. We observed staff had positive body language when conversing with people. If people were sat down, staff lowered their bodies to ensure they were not stood over the person but were eye level. We observed staff spending time with people and conversing about topics of people’s choice. For example, Elvis Presley, zoos, grandchildren and animals. We observed a staff member thank a person following their chat about zoos and animals when they person had had enough of the conversation and wanted to go somewhere else in the home. We observed one person telling staff they didn’t ‘want to be a bother’ and reluctant to accept support, staff were respectful and gave assurances to the person they wanted to help and support them and had all the time the person needed to do this. We observed people being asked by staff, how could they help them.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us they were supported to maintain their independence and that this was important to them. One person told us, “I make my own bed. I can do it myself and I like to.” Relatives confirmed people’s independence was supported and encouraged. One relative told us, “Mum enjoys helping. She lays the table at dinnertime and helps prepare the veg” and “She also strips her own bed.” People confirmed they were supported to maintain contact with their friends and family as they wanted to. One person told us about their preference for managing their contact with their loved ones independently and that this was fully supported by the provider. People confirmed there was lots to do at the home and they could participate in whatever activities they wanted to. There were group activities if they wanted to join in or there were activities they could do independently or with a staff member 1:1. One professional told us, “I carry out the session [seated yoga] once a week, residents love the session… and come to the sessions out of their our own free choice, numbers are increasing and they engage in a sing along at the end of the session…. The service is really proactive in ensuring that residents sustain as much physical ability for as long as they can. So much so the staff are now doing the movements from the dance classes every morning with the residents”. Another professional told us that how 1 person helps setting up for meal times in the dining room as he enjoys taking part in these day to day tasks. They added that “Staff are fully aware of people’s past and what their interests were… Residents can walk about the home freely… there are trips out when there are enough staff, they will try and get the residents outside as often as possible including trips to the beach”.

Staff told us people were offered various activities and although there was an activities coordinator they were enabled and encouraged to offer and support 1:1 activities with people. Staff detailed various activities people had been engaged in. Such as, quizzes, yoga, puzzles, arts and crafts and music. One staff member told us, “Just been up doing an activity with them today … they were loving it.” Staff told us how they support people to make choices. Such as clothing choices and how they respect their choice and listen to them. They were able to describe how they support people who may be overwhelmed by too much choice or may not be able to verbalise their choice to ensure everyone was supported as much as possible to be involved and make their own choices.

We observed people being given choices and staff confirming people’s consent before supporting them. We observed staff being patient and giving people time to process and make decisions. We observed staff spending the time people needed. For example, we observed 2 staff supporting a person to stand up. The staff gave verbal encouragement and praise. The person was supported to take their time and not rush. When a person was visited by a professional and wanted to remain in the lounge, the staff set up a privacy screen to enable them to have some privacy whilst they had their visit. We observed one person who was struggling to sit up be supported visually by the registered manager demonstrating how to shuffle themselves forward in their seat to make it easier to stand.

People’s personalised histories were detailed and were used by the provider and staff to engage in conversations and offer activities personalised to people. People’s likes and dislikes were recorded. The provider had identified record keeping in relation to people’s daily notes could be more detailed and personalised and were in the process of developing staff in this area. We saw team meeting minutes where this had been discussed and reflected on as a team. People had appropriate equipment to support and maximise their independence and the provider had effective systems in place to ensure they were serviced and checked regularly. The provider had links with the local community and optimised opportunities to support people to access the local community. People’s friends and families were involved in people’s care where people wanted this and were kept updated and informed about any changes.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.