Heeley Bank 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. 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives told us that staff were kind, caring and respectful. People told us, “I love it here. The staff are wonderful. They can’t do enough for me.” And “I’ve found all the staff to be kind and helpful.” A relative told us, “They knock on the doors all the time (before entering), to maintain dignity.”

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. There was a range of activities taking place in the home that people could chose to take place in. The service also ran regular resident and relative meetings where people could discuss any changes they would like the service to make.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The service had places to take part in activities throughout the home and provided a range of events and things to do. People were able to personalise their living space and consideration had been given to ensuring that decoration supported people to orient themselves within the environment. People told us staff had catered for their induvial needs. For example, a relative told us, “[My relative] loves Sheffield United and they sorted out for him to watch the game on TV at weekend which made him really happy.”

The provider 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. Plans of care contained detailed information about how to respond to individual’s immediate needs. Staff were observed to provide care and support promptly in a dignified and supportive manner. During the inspection, staff were able to tell inspectors in detail about the needs of the people they supported and demonstrated they knew people well.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Systems and processes were in place to support staff in their role, for example through regular supervision and staff meetings. Staff told us they felt supported by managers at the service, and they were able to raise concerns confidently. Staff members told us, “Managers are very approachable, we have an on-call system, there is always someone available to help”, and “The training is fantastic, and we have regular appraisals.”