Shandon House

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

People were supported by kind and caring staff who treated them with dignity and respect. Referrals to external professionals had been made appropriately however the documenting of these needed improvement. People had choice and control in their lives, however best interest decisions, where made, were not always fully documented. The registered managers were receptive to this feedback and started implementing changes immediately. People were treated as individuals, by staff who knew them well. Where safe to do so, people were encouraged 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.

People felt that staff treated them with kindness, treated them with dignity and respected their individual choices. One person told us, “Staff are very kind and caring people, treat me with respect and dignity always, help me with a weekly bath.” People and their relatives were complimentary about both registered managers.

Staff knew people well and people were content and comfortable with staff. We observed staff stopping to speak to people. People responded with a smile and were seen happily chatting to staff.

Health professionals told us they felt staff were kind and treated people well. They felt the home was well run. One professional told us, “I have always found [registered manager] and her staff to be well informed regarding their residents’ needs and requirements.”

We observed warm interactions between all staff and people. At mealtimes, we saw people being supported gently and patiently by staff. Staff spoke to people in an appropriate manner and when people became upset or confused staff helped to orientate them and supported them to move around the home safely.

People told us they felt involved in decisions about their care and that they were treated as individuals. One person said, “I receive personalised, individual care, there’s not one person I could criticise, all of them to include the kitchen staff are so good at what they do, no abuse, the total opposite. No moans or gossiping here, very discreet and respectful.” Another added, “Staff very much treat me as an individual, no complaints.”

Staff were able to tell us how they supported people and knew the care people needed. Most people living at the home were quite independent, and some were not in receipt of a regulated activity. However, those who did require care and support were treated as an individual and their care shaped to meet their needs appropriately.

We observed staff speaking to people as individuals and providing care specific to them. People knew staff and responded positively to interactions. Relatives we spoke with told us that all staff were very kind and looked after their loved ones well.

Referrals had taken place to other health professionals where needed. This included the mental health team, chiropody, GPs and district nurses. The paramedic practitioner also carried out regular visits to discuss specific people’s needs. Some improvements to how these referrals and visits were documented was required. Although there was a page in people’s care folders for the documenting visits from health professionals, some of this information was not as detailed as required. The registered manager had already spoken to staff and a meeting was scheduled to remind staff of the importance of detailed documentation.

People spoke positively about how staff supported them to remain independent. One person told us, “I mainly look after myself, I have a shower twice a week. This is my choice and [staff] encourage me to do it”. People and their relatives all told us how staff are kind and caring and allow them to have choice and control.

Staff were aware of people’s skills and abilities and promoted independence where safe to do so. We saw staff given people choices throughout the day during our site visit. Staff encouraged people to move about the home as they wished.

There was a calm and pleasant atmosphere at the home and people were clearly comfortable in the presence of staff. We saw people spending time doing what they wanted, several people were involved in doing a quiz in the lounge. This was appropriate for those engaged with it and people were enjoying it.

Processes around mental capacity assessments and best interest decision making needed to be improved. In most cases, decisions had been discussed with the appropriate people and staff were aware of people’s capacity needs however documentation to demonstrate this was lacking. The registered managers were already working with the local authority to improve documentation and staff knowledge around best interest decisions.

People spoke confidently about staff being responsive to their needs. Relatives told us that staff kept them updated on any changes in people’s needs or if a person had been unwell. One person told us, “Staff are good, especially when I was ill, I feel very safe and well cared for.” Another added, “I have had 2 falls recently, I just lost my balance. I was supported to the hospital and was ok.”

Staff told us if a person became unwell, they contacted the GP. If the matter was less urgent, it was requested that the person was seen when the regular paramedic practitioner visited. Staff showed good knowledge of people’s needs and how to recognise when something wasn’t right.

People were mostly independent, so if they needed support, they would seek out a member of staff. We observed staff to be attentive and respond to people quickly if they asked for help.

Staff spoke positively about working at Shandon House. They told us that they felt well supported by the registered managers and that the team worked well together. Comments included, “Yes no problems with staff, everyone helps each other, we have good teamwork,” and, “The [registered] managers are good, they always ask what we need. If we need something, they help.”

Processes were in place and effective in ensuring positive workforce wellbeing. Staff received regularly supervision and staff meetings took place where they could express any ideas or concerns they may have. Staff told us if they had any worries, they would be confident to speak to either registered manager.