Ferndale Court Nursing 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 the service 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 requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed positive interactions between staff and people who lived at the service. People told us the staff looked after them well, one person said, “Staff are nice.” Relatives we spoke with told us their loved one was treated with kindness. One relative said, “Staff are approachable they can’t do enough for you.”

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff knew the people they supported well; this was observed through interactions between staff and people living in the service and through discussions with relatives and people. One relative told us. “[Staff] is great they take [person] for a walk everyday as they know they like it.”

The service did not always promote people’s independence, people did not always know their rights and have choice and control over their own care, treatment and wellbeing. Some people told us they were left in bed waiting to get up. A person said, “I needed a shower yesterday, I think they forgot me.”

The service did not always listen to and understand people’s needs, views and wishes. Although staff knew people well, they did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. One person told us, “I rang the bell, no-one came for 9 minutes.” Another person told us, “They [staff] come eventually when I shout.”

The service did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. The feedback from staff was mixed. Some staff told us they did not always have the time to provide personalised care and support. However other staff members felt supported and listened to by the management team.