Treetops Residential 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 newly registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. Staff treated people with kindness and compassion and responded to people’s immediate needs. People were supported to be as independent as possible.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us their privacy and dignity were respected, and staff knew them well. One person told us, “They knock on the door before coming in.” We observed staff speaking to people with kindness and treating them with compassion. Staff asked permission before going into people’s rooms and knocking on their door. When people had chosen not to have curtains at their window, a privacy film had been applied so people could not see in. People were offered a lock on their door, and everyone had a locked space where they could keep precious items. Staff had received training in how to maintain confidentiality, which we observed them putting into practice during the assessment. The atmosphere within the service was calm and friendly, people told us, and we observed staff spending time chatting to people and spending time with them.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew about people’s life history and cultural or spiritual needs and how this influenced their care and support. This information had been recorded in people’s care plan. One person enjoyed listening to music from their cultural heritage, staff supported and encouraged them to listen to the music whenever they wanted. The provider had engaged with local churches of different faiths, people were able to attend a service specific to their individual beliefs. Staff had explored with people if they had any protected characteristics, but people had not told staff of any. People told us they had been asked how they would like their bedrooms decorated. One person told us, “I was asked if I want my room decorated but I’m happy with my room as it is.” Another person told us, “I could bring some things with me to go in my room. Then the owner bought me a safe for my room to store my jewellery. I like my bedroom except the floor but they’re going to sort that out.” People told us staff knew how they liked things done and made sure this happened. One person told us, “They know me well, they know I’m claustrophobic and they open my door quickly if it closes.” Others told us about staff always leaving their room as they liked it after care and provided them activities which they were interested in and enjoyed. People were supported to follow their own routine, for example, one person liked their breakfast when they woke up early and then went back to bed. Staff supported them to make their breakfast as they knew this was their routine.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider promoted choice and control throughout the service, people were asked for their input at all levels. For example, people were asked to choose from samples which bedding, paint and flooring would be purchased. Visitors were welcome at any time, one visitor came every day and enjoyed a meal with their loved one. People were supported to be as independent as possible and maintain their skills. People were supported to attend appointments and go out independently. One person told us, “I get a taxi and take my wheelchair with me. I go to the doctor’s myself to get my leg re-dressed. I can do this by myself. When I first started going out by myself, I was a bit scared but I’m not now. The owner got me a phone and now I know they’re at the end of the phone if I need them.” Other people prepared their own hot drinks and snacks, especially if they were hungry in the night. One person told us, “I am happy with the food, and I have access to the kitchen when I wish.”

The provider 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. Staff anticipated people’s needs. For example, one person living with dementia often became anxious at the same time each day. Staff anticipated this and tried to distract the person with activities they enjoyed. We observed this was effective and the person became settled. People’s ability to use a call bell was assessed and recorded in their care plan. Additional checks and call bell alert mats were used to alert staff when people could not use the call bell. When people could not verbalise pain and discomfort, staff knew how to recognise when people needed support. People told us staff responded quickly to their requests and call bells. One person told us, “When I use the call bell they come quickly.”

The provider always cared about and promoted the wellbeing of their staff and was good at supporting and enabling staff to always deliver person-centred care. Staff described how the provider had been exceptionally supportive of them and accommodated their additional needs. When staff required additional support to complete training this was provided. This included completing online training in pairs to assist a member of staff with their concentration. The provider discussed each staff member’s development with them and agreed on the pace and support they would need to achieve their goals. Some staff had been identified as dyslexic, the provider ensured their specific requirements were met, including printing information on coloured paper. The provider considered staff well-being and listened to and responded to any concerns about their health and well-being. Staff had been supported to see occupational health professionals when required. The provider had adjusted working practices ensure staff were supporting people safely. When staff had experienced a relapse of a long term health condition, the provider had showed compassion and supported the staff member to get the help they needed from health professionals. Staff told us they were involved in agreeing work patterns and were happy to support with extra shifts if staff were unwell or on holiday. Staff described how the provider had supported them when they had received racially abusive comments from people who were living with dementia. The management team had supported them to challenge racist comments, and the deputy manager would chat to the person explaining why they should not make these comments. Previously the provider had carried on the employee of the month put in place by the previous provider. The equality of this had been challenged by staff. All staff now have paid breaks, a wage increase, meals for staff working long shifts, and a Christmas bonus.