Goldwell Manor 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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff fully respected people’s privacy and dignity. People and their relatives provided consistently positive feedback on how people were treated. One relative told us, “[Staff] are really kind and caring, you can always tell. I hear them talking to him sometimes when they don’t know I am here, and they are so lovely.” We carried out a Short observational framework for inspection during our visit, this tool is used to capture the experiences of people who use services who may not be able to express this for themselves. We observed staff to have a good understanding of the people they were supporting. We observed staff to anticipate people’s needs and treat people with kindness and care. When a person was experiencing feelings of distress, staff responded promptly and used their skills and knowledge to reassure the person which was effective in providing the person with comfort. Staff had received dementia training, the training was evident in their practice, we observed staff to use memory books, objects, music and song to support people’s wellbeing throughout the day. We found the culture of kindness and care extended to people’s relatives and visitors. The service kept records of the compliments and thank you cards they had received which thanked staff for how they had treated people and relatives. The service had a clear embedded focus on providing dignity in the care they provided. The service had a dignity champion in place. A dignity champion is passionate about promoting people's human rights, treating people with dignity and respect, they will take actions within a service to ensure this is promoted and achieved. We found displays of what dignity meant to people and staff and dignity books throughout the service.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans provided staff with detailed information on people’s life histories, preferences and cultural needs. Staff understood the importance of getting to know people and providing care in a person-centred way. One staff member told us, “We are all different, and as carers we need to know how people like to have their care”. People were supported to maintain relationships that were important to them and to follow their interests and hobbies. One person told us how they were supported to access the library, and another person told us how they had been supported to set up a poetry club. Staff had received training in equality and diversity and understood the importance of this. We found one person who spoke in 2 different languages had communication aids in place to support staff in communicating with them.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The registered manager and provider ensured people had a vast number of activities and events to participate in if they wished. These activities prompted people’s independence and wellbeing. People provided positive feedback on the activities available. We also found for people who did not wish to join in, staff offered one to one activities and wellbeing support listening and chatting to people. People were empowered to share their views and opinions on the service and any changes they would like. We found the service had a residents committee which provided valuable feedback to the registered manager who acted on their suggestions. We also found the service had a keyworker system and resident of the day system, all of these avenues provided people with the opportunity to have choice and control in their lives.

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff to be alert to people’s needs and anticipate the support people may require when they were unable to request this. For example, we observed staff to quickly respond when a person started to look for something that was important to them, and on another occasion, we observed staff to offer a person a chat and a cup of tea when they were unsure of which activity the wished to go to. Staff spoke to people with familiarity, and it was clear they knew people well and understood what their needs were.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

All the staff we spoke with consistently told us how they enjoyed working at Goldwell Manor. Staff told us they felt supported in their roles and were complimentary about how the registered manager and provider treated them. One staff member told us, “I would never work anywhere else, it’s a good team and a good home.” Another staff member told us, “Everyone always has a smile on their face, its such a great place to work”. The provider and registered manager told us how they understood the importance of promoting staff wellbeing to support staff in delivering person centred care. The provider had several initiatives in place such as ‘Cupcakes and conversations’ meetings where staff could come and talk to the provider about any work-related matters. The provider also held awards ceremonies to recognise the work of the staff team acknowledging their individual qualities, efforts and achievements.