Twyford 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

Caring – this means we looked for evidence that the provider 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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People were positive about the way staff supported them. They told us, “Staff are very caring” and “Staff treat me well.” We observed staff knocking on bedroom doors before they entered and treating people in a caring manner. People’s care plans took account of their emotional well-being.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew people well and had built effective relationships with them, they regularly communicated with people and their relatives to keep them updated and involved in decisions. People’s spiritual needs were considered. Various faith leaders visited the service, one person was enabled to take part in holy communion on a regular basis and we saw people enjoying a hymn service during our visit.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people’s independence and respected their choices. One person said, “Staff arrange a shower and shave with me beforehand, if I don’t want a shower, that’s okay.” Care plans included people’s preferences and wishes around their daily lifestyles. There were various areas within the home people could use, including a bistro with access to coffee and snacks. An activities team supported people with individual and group activities, and the provider had a minibus for organised trips. People engaged in decisions around activities and entertainment, one person had helped to organise the recent Burns Night entertainment. There was a private dining room which families booked and used for celebrations, as well as a cinema room. One person told us, “I can go to my room with visitors who are welcome anytime or go to the bar area to chat with others.”

The provider listened to and understood people’s needs, views and wishes. Overall, staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. They responded to call bells and sensors promptly. One person said, “Staff come when I need them. They know me very well.” The provider’s system enabled managers to analyse staff responses to call bells in detail, which helped focus on any areas for improvement. We observed, staff supporting one person closely, but were not always able to ease their concerns. The registered manager explained they had arranged further assessment and input from professionals, to ensure the person’s ongoing needs could be suitably met.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. They offered staff numerous benefits and an employee assistance programme. The provider held a recent awards evening, to celebrate and recognise staff achievements. Staff were positive and felt supported to carry out their roles. One staff member said the provider was “Supportive of staff needs and considers their wellbeing” and another commented, “I really like this place, and I like the staff and residents. I really enjoy it.”