Two Rivers 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

Staff treated people with kindness but there were times due to a lack of support, training and direction from managers and the provider their behaviour was not respectful or kind towards people. For example, when a member of staff manhandled a person from trying to enter the office by pulling them away by holding their wrist from behind them. Or when a person had left the table staff supported another person to eat at the same seat without removing the food debris which had fallen to the floor by the seat when the other person was eating there. The provider had not promoted a caring culture because they had not ensured people had a person centred care experience where they were treated as individuals and had a nice environment to live in.

This service scored 30 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People could not tell us about this.

Staff told us they treated people with respect and kindness. They told us how they responded when they thought people may be unwell. Staff spoke of their experiences of caring for their loved ones and how they used the same empathy and commitment they had for their loved ones to support the people who lived at the home.

The local authority did not find examples of staff treating people in unkind ways. They spoke of the staff team as being caring towards the people in the home. But they were concerned about the associated risks of poor management at the home.

We observed staff being attentive and kind towards people. Staff spoke with people in soft tones and used gentle encouragement to support people to eat and visit the bathroom when needed. However, we also saw some staff not treating some people with kindness and respect. This was due to a lack of training and understanding about their roles and about people's freedoms and what their quality of life should look like. There was a lack of effective and present management to promote best practice and up-skill the staff.

People could not tell us about this.

The staff team on the whole did not have the training to treat people as individuals and promote what is important to individuals. People's interests and ambitions were not being captured by staff managers and the provider.

People were not treated as individuals. People's day to day lives followed the pattern of the staff shift. No attempts were made to stretch individual's interests to see where this may take them. In the new care plans people's cultural needs had been identified, but often people's independence with this was not explored.

The provider and management team did not have a culture to promote this and treat people as whole individuals. Processes were not in place to enable staff to support people with this aspect of their lives. The provider was not seeking guidance on how to do this nor were they assessing and reviewing this aspect of their service.

People could not tell us about this.

The staff team did not have the training/understanding to promote this.

People's independence was not being considered, explored, or promoted at the service. Blanket routines remained but there was now some flexibility when people went to bed. People's independence and rights in relation to their freedoms were not being identified and promoted by the staff, managers, and the provider.

The provider did not have processes to review/audit this aspect of people's care and lives. They had not ensured this was an option for people. New care planning had started to explore this, but there were no processes to support this actually happening.

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.