Droitwich Mews 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 provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated 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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. One person said, “Staff are very kind and helpful, they listen and treat you with respect. It’s a difficult job and they (staff) do it very well, very ready to come and help.” Another person told us, “They (staff) always knock (the door), I’m most definitely treated with respect, they (staff) are very friendly, speak to you as an equal, laugh and joke with you.” Staff spoke about people with kindness and demonstrated genuine empathy for the people they care for. We observed meaningful and caring interactions throughout the assessment.

Staff 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. Although staff knew people well and could tell us about their life stories and histories this information was not always documented in people’s care plans. We shared this with the registered manager who confirmed they would review and update care plans accordingly. The home had set up a ‘wish tree’ where people living at the home were able to add a wish. The aim was to arrange one wish per month. For example, three people living at the service used to be pilots and a visit was planned to visit RAF Cosford.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were encouraged to remain independent. One person said, “Staff let you do what you can yourself, if need help just ask and it’s there for you.” We saw staff supported people to make choices. For example, a visual two plate option was shown, where required, to enable people to make meal choices. People had control on whether they wanted to join in with the activities on offer. Two people we spoke with told us, they choose not to take part in day-to-day activities preferring to sit in the lounge talking with friends. Another person also told us how they prefer to spend time in their room listening to music. However, they had chosen to go out on a day trip the previous week to the garden centre and said, “It was very nice.” In addition, people also helped support in the reception area such as meeting and greeting visitors into the home.

Staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. They recognised when people required help or support. Staff were able to respond to people in a personalised way as they knew them well. We observed people were supported promptly when they required assistance or became upset.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled them to always deliver person-centred care. Staff were supported with training, qualification and career development. There were regular team meetings, appraisals and supervisions for staff. Concerns about staff performance and practice were dealt with appropriately and in line with the provider’s policies and procedures. Staff told us they felt supported and valued and spoke positively about the support the management team provided. One staff member said, “[Registered manager name] is wonderful, deputy manager is a problem solver, they know what to do at the right time, it makes the work super easy. I am always happy coming to work.” Staff were recognised for demonstrating care and support delivered and their commitment to the provider’s values through staff awards. This helped to ensure staff providing care were fully and consistently motivated. An awards ceremony was planned for the end of February. People living at the service nominate, out of those people some are committee leaders, and they are the ones who make the overall decision of the winners and runners up. In addition, people living at the service and others, including external people, are also nominated for awards. These included, volunteers, ANP, chiropodist, external entertainment team and the postman.