Springbank House

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 supported to be as independent as possible and encouraged to make choices for themselves. Staff were kind and caring. People knew how to make a complaint when they were not happy with the care provided.

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.

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.

People were supported by staff who were caring, knew them well and encouraged them to be independent without placing them at risk. A person told us, “We do things for ourselves, but they (staff) will step in if needed.” Another person said, “I get up when I feel like it. Go to bed earlyish by choice.” People told us how staff supported them to make choices. A person told us, "I value my independence; I want to get better to live independently. Staff help me with my finances, with my appointments. They don’t do it but help me if I need it." Another person said, “The staff don’t do stuff for us, but they will support us.” People were able to personalise their bedroom doors with pictures and posters that were important to them. People knew how to complain about the service should they need to. Comments included, “I raised a complaint, I can speak to any of the staff, and they would sort it out.”

Staff treated people they supported with care, respect, and dignity. People were encouraged to achieve tasks for themselves providing it was safe. A staff member said, “I encourage [persons] independence by supporting them to plan and cook food, we also support them to visit health professionals.”

Staff were observed interacting with people positively. However, staff were not always visible. For example, staff were also seen in the offices writing notes and people were knocking on the door to see them.

There was a complaint procedure, and this was made available to everyone. People also got the opportunity to share feedback. The registered manager complied with guidance relating to visiting during the recent covid-19 pandemic and the home at the time of our visit had no visiting restrictions. Following our first site visit the area manager had acted on the views of people to review their allocated key worker.

People told us staff listened to them about the care they needed. A person told us, “Staff do listen to me, they know when I'm unwell and take time to talk to me, they are kind and respect my illness, never judge me when I'm struggling.” Not all people wished to fully engage and give feedback.

Staff discussed how they pick up changes and triggers in people. However, whilst triggers were in some of the care plans there were no de-escalation plans to guide staff in successfully managing an issue or an incident.

Observation was difficult due to the nature of people’s mental health, and this was respected. Private conversations were had, and this was normally people seeking out staff. Risk was managed discretely when needed. When people went out staff asked where they were going and the time they would be back.

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.