Cloisters 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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 were treated with kindness and respect. They confirmed this and told us they had good relationships with staff. Comments from people and their relatives included, “The staff are lovely and caring. They just have too much to do”, “The staff are friendly and very helpful. I always feel welcome. They know my relative and are respectful’’, “I am made to feel welcome, and the staff seem very pleasant’’ and “This is like a five-star hotel. It really is.’’

People told us their privacy and dignity were respected, although some people felt staff did not always spend time with them outside of care interventions. For example, 1 person said, “They [staff] do personal care very well, it is all done with dignity. But they do seem rushed at times.”

We saw staff treating people well. They were respectful, calm and positive. Staff had nice exchanges with people, complimenting them and offering choices. Staff used culturally appropriate language and terms of respect.

People were treated as individuals. Comments from people and their relatives included, “I think they [staff] know my relative really well’’ and “The staff are able to support [person] and [person] trust them.’’ We saw people were able to spend time where they wanted and were encouraged to be involved in social activities if they wanted. Relatives were able to visit without restrictions, and could stay and offer support if they wanted, for example at mealtimes. Staff engaged well with people and kept them well informed.

People’s bedrooms were personalised and outside their rooms were boxes of memorabilia which reflected their interests and personalities. This helped the staff know about the person and engage in meaningful conversations with them. We heard the staff asking people how they were, commenting positively on their appearance and offering them a range of choices.

People were supported to celebrate their culture and religions. The manager told us they were creating a multifaith prayer room at the service. People told us they celebrated festivals and birthdays. Visiting religious groups offered services. Staff spoke a range of language and communicated with people using their first language when possible.

People were able to make choices. We observed staff offering choices and people confirmed this. Comments from people and relatives included, “What I like about being here, is that I can walk around wherever I like, no one stops you’’ and ‘’We can get up and go to bed whatever time we want.’’ People were given a choice at mealtimes. There were pictorial menus and staff showed people plated food to help them make choices. The chef catered for a number of different cultural and specialist diets. People were also able to choose off menu and this was facilitated by staff.

The provider employed an activities coordinator who planned and facilitated activities. These were well advertised. This staff member knew people well and tried to make sure they had things to do that interested them. People spoke positively about this. Comments from relatives included, “It is great to see everyone enjoying themselves. When the therapy dog is here the residents love it. It makes such a difference when people are having interactions rather than just watching the television’’, “They have celebrations for special events’’, “I know the priest comes in regularly” and “[Person] enjoys it here, socialising is good for [them].” We observed craft and exercise activities. People were laughing and enjoying themselves. There was lots of chatting; and people were being well supported.

People were supported and encouraged to be independent when they were able. For example, staff supported people to move independently, encouraged them to do things for themselves and provided equipment people needed to be more independent, such as specialist crockery and cutlery.

Staff responded to people’s immediate needs. We observed staff being attentive and letting people know they would help them. There were times when the staff struggled to meet everyone’s needs because several people were needing help at the same time when only 1 member of staff was available. However, they tried to make sure everyone knew when they could expect help, and they prioritised people at risk. Shortly before our assessment, the staff had responded promptly to an incident where a person became very unwell. They gave emergency first aid treatment and helped the person to recover. People using the service and relatives also told us staff responded appropriately when people became ill and needed assistance.

The provider had systems to support staff and help them develop in their roles. There were regular meetings for staff as a group and individually with their manager. Staff were supported to attend a range of training and undertake qualifications. Staff told us they felt supported.