- Care home
Caring Hands (Wiltshire)
Report from 21 January 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 23 and 24 January 2025. The service is a care home providing support to older people, including those living with dementia. This assessment was carried out because of the time since the service was last rated. The service was exceptionally caring, and people were always treated with kindness and compassion. Staff protected people’s privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. The provider supported staff wellbeing. People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. People were supported to eat and drink what they enjoyed and to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving between services. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent. People were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. The provider supported people to access services they needed and worked to eliminate discrimination. People received fair and equal care and treatment. Staff worked to reduce health and care inequalities through training and feedback. People and relatives were involved in planning their care. Leaders and staff had a shared vision and culture based on a person-centred approach to meeting people’s needs. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment.
People's experience of this service
People and their relatives told us they felt safe living at the service. Comments included, “I feel very safe here, never had any concern” and “[Person] tells me they feel safe, and I have no reason to think otherwise”. People said there were enough staff, with the right knowledge, skills and approach to providing care. Comments included, “There are always enough staff. They come quickly if I call them” and “There are always staff available when I need them. They are very kind and know what they’re doing”. People said they were always treated with kindness and compassion. Comments included, “They are extremely caring, I would give them a gold star plus”, “They are very kind, such nice people” and “They are really kind and treat us well”. Everyone told us they were treated as individuals, with one person commenting, “That’s the best thing about here, it is personal. I have tried other care homes, and this is the best”. People and relatives felt able to raise concerns if needed. Comments included, "I would speak to [the provider] if needed. She would sort out any problems” and “They always listen and respond”.