Abbey Ravenscroft Park Nursing 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 a number of quality statements in the Caring key question and found areas of concern. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. We identified a breach of the legal regulations. The provider did not ensure people were treated with dignity and respect at all times. However, people and relatives found staff kind and caring. Some people had opportunities to take part in some activities but this was not always the case for people who received one to one care or those who stayed in bed.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives found staff kind and caring. A person said, “I feel respected by nurses, they speak kindly and they look after me.” Relatives said, “They treat her with absolute respect, knock on the door, talking kindly” and “Staff are more welcoming, last time I didn’t like the way staff treated us visitors.” However, the service did not promote people’s dignity and respect at all times. A person remained in their bed while it was turned to face a wall with nothing of interest to stimulate them. Other people with advanced dementia were left in their bedrooms with nothing to stimulate or calm them. People looked out onto dirty windows and dishevelled spaces from their bedrooms. A person’s bedroom was missing a curtain. A relative told us, ‘The privacy blinds are still not there in [their family member’s] bathroom.’ The provider demonstrated that had fitted the people’s blinds and curtains after our visits.”

Staff spoke about people in a respectful manner. They had or were completing dignity in care training with the local authority at the time of our visits to help develop their competence in treating people with kindness and respect. The managers explained how they were now working to promote a caring culture and encouraged staff to treat people as they would like their own family to be treated.

The local authority was in the process of providing dignity in care workshops to staff to help improve their awareness and practice in this area. Staff had responded positively to these sessions.

We saw staff provide caring support to people but also observed some practices did not always promote people’s dignity. For example, a person’s bedroom door was left open while some of their undressed body was exposed and another person’s open door meant their continence aid was on display to people passing the hallway. The managers and the provider had not sought to promote people’s dignity by maintaining the environment to a good standard.

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.

Most people could not speak to us about this but some people told us they could make some choices in their day to day living. Their comments included, “Carers help as much as they can and if I ask them.” The manager had met with some people and relatives to discuss making improvements to the service. However, other people had not been involved in some decisions, such as choosing their new bed linen or the colours to repaint their bedroom. Some people could take part in some activities, such as balls games, art and flower arranging. There were not always opportunities for meaningful engagement for people who received one to one care who lived with advanced dementia. People’s friends and families were able to visit when they wanted to.

The managers explained how they were now setting up individual and group meetings with residents and relatives to discuss involving them more in the service in future. Relatives told us this was happening and group meetings took place after our visits. Meeting records showed the provider had discussed with people and relatives improving people’s opportunities for meaningful activities. The provider informed us they were in the process of recruiting an activities coordinator to improve the provision of more varied activities to people in a more planned manner.

We observed some staff offering and respecting people’s choices but on some occasions this did not happen. For example, during a meal time we saw staff were not listening and taking action when people said they did not like the food, were trying to stop eating or when another person wanted to remove some clothing. We raised this with the manager so they could address these issues.

The provider had processes in place for promoting people having choice and control over their care and having access to activities and their local community. However, these had not identified and addressed all the issues we found when we visited.

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.