Parley Place 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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection for this newly registered 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 100 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. People and family members all said they felt staff were exceptionally kind and caring. They described examples of when staff had gone the extra mile to support people. For example, when a person was unexpectedly nearing the end of their life a relative told us, “Staff took it in turns to come in, sit with Mum and say goodbye even on their days off. Mum used to tell us staff were like her family, and we were made to feel part of it too.” The family told us the registered manager went above and beyond to support them following the passing of their Mum. “The registered manager offered for us to hold the wake here, we were very grateful. This couldn’t have been a better place to have it, this was her home.” Staff always treated colleagues from other organisations with kindness and respect. Healthcare professionals told us, “Overall this is a well led service, staff provide exceptional care and create a nurturing environment.” Staff demonstrated a real empathy for the people they cared for, talking about people with a very high degree of warmth and compassion. One relative said, “Staff here are amazing, friendly, approachable and really caring.”

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. People were truly respected and valued as individuals and empowered to be partners in their care with a strong, visible person-centred culture lead by the provider and implemented by care staff. Staff knew people’s personal histories and cultural backgrounds and planned activities to suit their individual needs. One person’s wish was to re-live a memory from their youth and have a trip on a motorbike. Staff arranged for a motorbike show at the home providing the person with the opportunity to live out their wish. They said, “It was such an amazing feeling to know that such a loving group of people care so much about me that they helped me to live out a dream and I didn’t even ask!” The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. One person told staff they had sailed often however, had not been able to do so for a number of years and had lost their confidence with it. Staff organised a boat trip for the person, tailored around their memories of sailing with their loved one. The person said she felt more confident with being on the water again and this had led to further boat activities being arranged.

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. People were able to access facilities to make their own hot drinks. Assessments had been completed to ensure any risks were reduced as much as possible. We observed people making their own drinks who told us doing so made them “feel at home.” We observed staff supporting people to walk to the local shops. One person said, “It makes me feel at home to do things I’ve always have done, [staff] always support me to be independent and make my own decisions.” Organisations from the community visited the home for people to take part in if they wished to do so. This included visits from local schools who provided activities for people to join in. The local Rector visited the home regularly for people who wished to take part in religious services, and local hobby groups such as knit and natter and the local railway group provided stimulation for people who wanted to continue with hobbies they had before they moved into the home. One visiting organisation said, “It is apparent staff at Parley Place are mindful of and attentive to the full needs of the residents, physical, mental and spiritual. I believe it to be a happy and enriching environment.”

The service was exceptional in how they listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were exceptional in how they listened and responded to people’s needs. It was embedded in everything they did. For example, one person expressed a wish to return to their home in another county to feel assured they had brought everything with them and say goodbye for a last time. The home organised this for the person and staff escorted them back to their home. The person said, “The support from the carer was as if they were supporting their own mother, I was very happy for the support.” Another person moved into the home but was unable to use their mobility scooter as it was broken. This limited their access to getting out and about. Staff with the right skills took upon themselves to repair the scooter, sourcing the correct part and was able to fix it. The person was then able to be independent and choose when they wanted to go out of the home. The registered manager had embedded a whole home approach which staff supported. People across the home with different level of needs were able to access all areas of the home if they wished to do so. For example, we observed a person who resided on the floor for people living with dementia, walking around anxiously looking for something to do. The person walked towards the lift when they saw a member of staff. The member of staff was escorting a visitor out of the building but did not turn the person away and offer to come back up to see them, instead they asked if the person wanted to join them and go for a walk in the garden. The person was happy about this and laughed with the member of staff as they entered the lift. Another person told us, “I was walking round the corridor the other day and a carer asked if I would like to go for a walk outside and she took me all round the garden, how nice is that!”

The service always cared about and promoted the well-being of their staff and was exceptional supporting and enabling staff to always deliver person-centred care. Staff had access to resources that support their well-being including confidential counselling services if they needed it. One staff member said, “Barchester have their own well-being hub and online resources that we can access. The home itself hold regular supervisions, catch ups and [the registered manager] has an open door policy to support us.” Staff gave us examples of times they had found it difficult to come into work due to their mental health. The home worked with staff to make reasonable adjustments so they could give their best to people when at work. One staff member said, “It helped massively.”