Claremont 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

During our assessment of this key question, we found staff treated people with respect, dignity and kindness. We observed positive interactions throughout the inspection and staff knew people well. People’s individual communication needs were met, and people were supported to make choices about their care. Staff supported people to maintain their skills, independence and control. People were offered activities to participate in and when people were unable to attend support was given to people in their bedrooms. There were policies and procedures in place to support staff, such as ongoing training, supervisions and appraisals. Staff told us they felt well supported by the new home manager and could raise concerns if needed.

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.

People told us staff treated them with dignity and respect. Comments included, "They are very kind.” Relatives agreed staff were kind. They told us, "The staff are very friendly"; "They are very caring" and "[Staff are] kind and caring, we got to know them on a personal level, we have a laugh with them."

Staff gave us examples of how they supported people in caring way, as if they were their family members. A staff member commented, "It is like taking care of your parents, it needs patience. When interacting with the residents you need to sit down and listen." Another staff member told us, "I would be happy for my family member to live here. I treat my [relative] and my residents the same."

Healthcare professionals who worked with the home shared positive feedback about the approach of staff.

During our visits, we observed kind interactions between staff and people.

During this assessment, we received feedback from 9 people and 4 relatives. Relatives told us their loved one's needs were met and preferences respected. People told us "The staff are very pleasant."

Staff told us they knew people well and were able to describe to us, consistently, people's needs and preferences for example when being supported with their meals or mobilising.

We observed positive interactions throughout the inspection and staff knew people well.

Care plans contained personalised information about people’s individual communication needs. Some people living at the home did not speak English as their first language and this was recorded in their care plans. Staff knew this and people were mainly supported by staff who were able to speak in people's native language.

People were supported to make choices about their care. People told us, "They make me something to eat if I ask" and "We go in the garden when it’s nice, not today."

Staff told us they always encouraged people to continue to do the things they could do for themselves; this supported people to maintain their skills, independence and control. Staff's comments included, "I always promote independence with people, let them do things they can."

During our first visit to the home we were told activities had happened but we did not see these. On our third visit, we observed activities taking place in the communal area.

Care plans included information on how people enjoyed spending their time and their preferences. There was a weekly coffee morning where relatives were also encouraged to engage in activities. We reviewed evidence confirming people had been engaged in activities in communal areas, including the garden, and in their bedrooms.

During this assessment, we received feedback from 9 people and 4 relatives. Feedback we received indicated people's needs were responded to appropriately.

Staff told us they acted on concerns linked to people's care by escalating them to the nurse or a manager.

During our walkarounds, we observed the home manager being responsive to people's needs by taking action or calling staff to guide them on what to do. Staff were present in communal areas, and we observed staff supporting to people when they were showing signs of emotional distress.

Staff told us they felt well supported by the management team and were positive about the new home manager and their support. Staff's comments included, "[Name of home manager] I really appreciate her, she is good, she treats everyone equal" and "Honestly speaking, the management is OK, when I have an issue, I can speak with them." A staff member told us who they felt well supported by management in relation to a personal situation.

There were policies and procedures in place to support staff, such as ongoing training, supervisions and appraisals. We noted that some staff had been some months without a supervision and the management team explained this had happened during a period of transition between managers. Most staff working at the service had received a recent supervision with the new home manager.