Willow Grange 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

People were now treated with respect and in a dignified manner. People were supported with kindness and compassion. Staff were respectful of people’s individual differences and supported them in line with their wishes and preferences. Staff respected people’s privacy. We assessed 2 quality statements in the caring key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was requires improvement. Though the assessment of these areas indicated areas of good practice since the last inspection, our rating for the key question remains requires improvement.

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.

Staff knew when people needed their space and respected their privacy. A staff member said, “We keep the door shut, curtains closed and cover residents up when washing. We just chat to residents to distract them from what we are doing because the personal care can be a very delicate thing.” Another staff member told us, “We close the door and focus on people’s individual choices. For example, if they don’t want to receive care from a member of the opposite sex.”

People received kind and compassionate care at the home. Staff interacted with people patiently and respectfully and there was humour during their conversations. Staff encouraged and reassured people which supported their motivation and involvement in tasks.

Healthcare professionals working with the service found staff to be respectful and welcoming. They observed staff treating people and speaking about people with kindness and compassion. They felt people were treated in a caring and dignified manner.

People felt valued by staff who knew them well. Comments included, “The staff are very friendly, you could say it is like a home from home. Nothing is too much for them, they’ll do whatever they can for you. I can’t fault any of the staff. They’re always respectful”, “I’m always treated well by the staff. All the personal care is done well. We get on very well and [staff] do listen to you, I feel that they know me” and “[Staff] always say, ‘good night, see you in the morning’, before I go to bed.”

We observed staff encouraging people to carry out activities themselves where they were able to. Staff focused on what was important to people, including their activities, appearance and how they wanted to be greeted.

Staff respected people’s choices and wherever possible, accommodated their cultural and religious preferences. A person told us, “It was important that I only have female carers, it would not be good for me to have male carers. [Staff] always stick with that” and “We have a weekly church service, the Reverand [name] drops by. It takes place here in the dining room.”

Individual information about people was included in their care records. Staff had access to information regarding people’s preferences, likes and dislikes, culture and religion. A person chosen as a ‘Resident of the day’ was provided with opportunities for a care review. Daily handovers were used by staff to discuss the ‘Resident of the day’ and their preferences, such as food choices.

Staff took the time to understand people’s individualities and supported them to achieve greater independence. Staff’s comments included, “We support people to wash and dress themselves where this is something they are able to participate in” and “Care plans help us to get to know the residents better. Do they prefer tea or coffee or who they want to be supported by men or women.”

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.