Park House

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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 mostly received positive feedback about staff however, some people told us they were not always treated with kindness, and this had made them feel rushed. Relatives and healthcare professionals spoke positively about their observations of staff. One relative told us, "“I know that they like [loved one] by the way that they treat them. They are really kind to [loved one]."

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.

Three people told us that staff sometimes did not always treat them with kindness. They told us that some staff were impatient with them and described how this had caused them upset. Relatives told us staff were kind, caring and compassionate. One relative told us, “I get on well with all the staff and they are very friendly and relaxed towards me."

Staff spoke with dignity and respect about people they supported. They understood the need to protect people's privacy. The registered manager told us they were aware of the need to address impatience with some staff. They told us they felt this had developed due to the high level of need recently in the home. They told us they planned to address it over the next month in supervision and a team meeting.

We received positive feedback from healthcare professionals who told us staff were kind and go out of their way to ensure people received the care they needed. One healthcare professional said, “We have always found residents to be happy and positive about their experience within Park House when we have spoken to them.”

During our inspection we observed staff treating people with kindness and compassion.

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.

We spoke with 3 people about their experience of care. Two of these people referenced a sense of not having control. One told us they were just waiting for something to happen. Another expressed feeling "at the bottom of the ladder" when it came to decisions about how they lived. Relatives felt staff encouraged people’s independence, so they had choice and control over their own care, treatment and wellbeing. One relative said, “It is totally person centred. When [loved one] moved in, there were a million foods they would not eat, the staff worked really hard to find meals that they liked. [Person] also used to go to church and one of the staff would go with them.”

We spoke with four members of staff who gave examples of how they supported people to make choices such as what they wore and whether they joined communal activities. They also described how they supported people to maintain independent living skills. The registered manager described how people's choices were respected. They told us no one living in the home currently were interested in maintaining household skills, but they supported people to retain skills around personal care.

People’s care plans provided detail about their communication method and how their relationships were supported.

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.