Reinbek

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 mostly supported to have choice and control in their lives. People’s care plans included personalised information around their preferences and choices for how they wanted their care to be delivered. However, we found people felt they did not have their preferences respected around bathing and showering. We received mixed feedback from people about how caring and attentive staff were.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

The registered manager told us they were in the process of improving the involvement of people and relatives in care reviews. They told us they wanted to ensure people were happy with the care in place, listen to people’s views and opinions and ensure care plans suited people’s needs. Plans were also in place to improved how mental capacity decisions were incorporated into care plans. People's choices and preferences were included in their care plans. Staff had received training about the Mental Capacity Act (MCA) and Deprivation of Liberty Safeguards (DoLS). However, when talking with staff, we received mixed responses about their understanding and knowledge about mental capacity and people’s decision making. There were no restrictions on visiting and people could have visitors whenever they choose apart from protected mealtimes. When a person was nearing the end of their life, relatives were invited to stay overnight at the home. The registered manager told us they used social media, a messaging service and meetings to ensure they kept in touch with relatives. Staff were positive about the activities provided at the home and they spoke fondly of their role and the people at the home. One staff member said, “I love being in care, it’s what I’ve always done and I love it, I want to put a smile on someone’s face. You treat someone how you would want to be treated. I imagine myself coming into a care home and what I would want.”

We saw people were given choice during our observations. However, we were not always assured that all people had choice over every aspect of their care. We observed attentive staff during our observations and people were mostly having their needs met. However, we found people did not always have clean fingernails and we reported this to the registered manager.

People told us staff were mostly kind and caring and we observed kind interactions. However, we also received feedback that staff were not always respectful and some people told us there was a language barrier with some staff. Some people told us they could not have a bath or shower whenever they wanted and were clear they had a specified day they could have a bath or shower. One person told us, “I have 1 bath or shower a week on a Friday which is my day. There’s no point in asking [staff] for more because I wouldn’t be able to have one because they [staff] are too busy. I used to have a bath every morning at home.” We checked the home’s electronic care system and found records of bathing and showering supported people’s feedback.

People received a service user guide on admission to the home. People had up to date care plans in place that mostly reflected their choices and preferences. An activities co-ordinator was in place along with an activities programme and we received positive feedback about the co-ordinator. One person told us, “She organises all the events and has different people coming in to speak to us. She is very good and I like it when the nursery kids come in.” People were mostly supported to follow their individual interests, although support for people who did not wish to engage in group activities could be further developed.

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.