Park View Care Home with Nursing

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. People told us staff were kind and caring, though we did witness that some agency staff were not as interactive as they could have been. People were able to make choices and take part in activities, though the activities coordinator was new to post and was trying to drive improvement in this area. For the most part, people’s immediate needs were met. Staff said they felt safe, though they provided mixed feedback about their workload.

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.

People felt the permanent staff were kind and caring but that agency staff were not as supportive, as covered in the safe domain and witnessed during our observations. People’s comments included, “The staff here are kind and considerate.” And “The girls are very kind to me and treat me well.”

Staff spoke about how they supported people with dignity, respect and privacy, one staff member said, “I ensure people are covered up when giving personal care. Windows are closed. Knock on doors before entering.”

Partners felt people were treated with Kindness, compassion and dignity. One professional told us, “It has been witnessed that patients’ dignity has always been maintained…”

Whilst most of the observations we witnessed between staff and people were kind and caring, one of our team noted that although plenty of staff were around the dining room, very little help was being given to people. Some people would have benefited from some assistance and encouragement. 3 agency staff were on duty and didn't appear to know people well.

People told us they got to make choices, one person said, “I can do as I please. I get up when I want and sleep when I want. I can get drinks, I like coffee, whenever I choose.”

Staff told us they knew people well. One staff member gave us an example of how they support people as individuals, they told us, “(I know people) very well. (Person’s name) loves to wear makeup. I knows she likes to wear makeup, so I take her into the bathroom so she can put her makeup on.”

During our walk around we observed that people’s bedrooms were personalised with their chosen items such as photos and belongings important to them.

People had communication care plans in place though some of these would benefit from additional detail being added. We did see some examples of people’s cultural beliefs being referred to in their care plans.

Feedback around activities was mixed, one relative said, “Dad has plenty to do in the morning and he enjoys doing his games and puzzles. The staff do try to spend time with him. It is not always possible due to the number of staff available.” The manager told us the activities coordinator was new to post so this should improve people’s experience in this area. People told us they had access to equipment when needed to support their choice and independence. One person told us, “I go to bed in the afternoon and the girls move me with a hoist. I don't have any problems when using the equipment.”

Staff spoke about how they got involved in supporting people to maintain relationships with loved ones, how they tried to encourage people’s independence and how a new activities coordinator had been recruited to improve activities. Staff told us, “The new Activity Coordinator is really trying” and “Up until recently no (there was not enough for people to do). There has been a dramatic change recently.”

During the inspection, we witnessed people were taking part in activities in communal living spaces. We were able to review some photographs of the residents taking part in activities. We observed that there were multiple examples of specialist equipment around the home that was being used to support people to be independent.

The service had an activity plan in place on the hallways noticeboard that showed some of the activities that were being offered throughout the week. We were told this changed weekly. Although new processes was in place and a new activities coordinator had been recruited, these systems and processes needed to be fully embedded before a consistent positive impact was felt.

People felt staff understood their needs, one person said, “The permanent staff are good at their jobs, and I have some health issues which they appear to understand.”

Staff told us how they communicate with people who may find it difficult to communicate verbally, one staff member said, “(we communicate) through physical communication. (Person’s name) moves in her chair if she wants her pad changed. She opens her mouth if she wants a drink.”

Whilst we did observe staff responding to people’s needs by supporting them with things such as mobilising and providing one-to-one support where required we also found that during dinner, some staff were not as attentive as they could have been in supporting people who would have benefited from assistance or encouragement.

Staff told us they felt safe at work but provided mixed feedback on the workload, one staff member said, “It’s really hard when we get agency workers and we’re covering annual leave.”

Various policies were in place to support staff well-being. Staff were able to raise concerns in various ways should they have any and through various channels. A new dependency tool was in place to help calculate staffing requirements, and staff were able to raise any concerns at staff meetings. The manager told us how they were in the process of recruiting more permanent staff to improve staff wellbeing and workload.