Balmore Country 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 received care and support that promoted and encouraged their independence. People had control over how their care was provided and were included in decisions relating to their care. This included if any changes to care were needed. Staff provided care in a dignified and caring way. When people needed support from staff, staff responded quickly. Staff spoke positively about their roles. They enjoyed caring for and supporting people and they had a clear focus on improving people’s lives.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Most people and relatives praised the kind and caring approach of staff. One person said, “The best thing about being here is that we all enjoy a good laugh and a good run around. I have no worries.” A relative said, “I know that at least two different care staff have cut and painted [my family member’s fingernails, sometimes during their own lunch breaks. This helps [my family member] mum feel more normal and is very much appreciated. Any request I have made on my [family member’s] behalf they have always responded to.”

Staff felt they and others provided people with kind and compassionate care and treatment in a dignified way. A staff member explained the process they followed when providing personal care. This included closing doors and curtains to maintain the person’s privacy. The registered manager felt there had been a significant improvement in the staff approach to taking responsibility to act on any possible example where a person’s dignity may be at risk. Our observations supported this.

Partners had no specific feedback on this area.

Since our last inspection we observed there was a more respectful and dignified approach from staff when providing care and support for people. We observed numerous kind and caring interactions between people and staff. For example, we observed a staff member offering hand massages to people, they checked everyone was warm enough and some people said they felt chilly they fetched blankets for those who wanted them. It should be noted that the home was not cold, and the heating was on in all communal areas and bedrooms.

People experiences had improved since the last inspection. Most people and relatives praised the improved, more caring, and patient approach of staff. A relative praised the staff for making their family member’s bedroom as “homely as possible.” Another relative said, “The home staff were very kind when we celebrated [my family member’s] birthday by providing a quiet room with birthday banners, decorations and a cake, and [my family member’s] favourite black forest gateau.” We also viewed compliments and thank you cards that had been sent to the provider’s office. Many of these praised the kind and caring approach of the staff.

Staff felt able to provide care in a more focused and individualised way. They felt they were able to spend more time with people and were less ‘task’ focused.

People were treated as individuals, capable of making their own choices and we observed staff respecting people’s decisions and not forcing people to do things they did not want to do. For example, a person did not wish to eat their meal in the dining room and staff respected their wish.

People’s care records took account of their individual needs and preferences, were understood by staff, and reflected their required care, treatment, and support. Care records also included people’s personal, cultural, social, and religious needs. People’s protected equality characteristics such as age, gender and sexual orientation were not seen as barriers to care. The provider encouraged and expected staff to care for people’s individual needs and not provide a ‘one size fits all’ approach.

People experienced an improved quality of care since our last inspection that enabled them to lead more positive and where able, independent lives. People were encouraged to do more for themselves with support from staff.

Staff felt there had been an improvement in the way they promoted people’s independence wherever possible and supporting people to maintaining control of their own lives. The registered manager told us following the last inspection a lot of work had been carried out with staff to ensure they understood how important it was to provide people with the support to lead independent lives wherever possible. Our observations of the staff supported this.

We observed people being supported to do things for themselves. This included walking from their bedrooms to communal areas, with support from staff if needed. People were supported with their meals; however, if people could eat independently of staff then they did so. People were given opportunities to take part in activities. If people declined, their decision were respected. From our observations we concluded that staff understood each person’s individual ability to do things for themselves, and to make their own choices. This was an improvement from the last inspection.

The provider had made improvements to ensure that people were always given every opportunity to experience high quality care that promoted and encouraged their independence. The provider now monitored staff interactions with people more closely, ensuring that people were able to lead independent lives with support from staff when needed. The provider had ensured that staff were reminded and informed of people’s ability to do things for themselves, and they had a responsibility to always encourage and support people’s independence. Care plans and risk assessments were regularly reviewed to ensure people’s needs continued to be met, whist ensuring people continued to have maximum choice and control over the care.

Most people and relatives felt staff responded quickly when they or their family members needed care or support.

Staff felt able to respond to people’s needs when needed. They felt they had sufficient time to spend with people and to ensure their needs were met. This included supporting people with their meals and activities. The registered manager told us staff had been given the opportunity to spend more time with people and to be able to provide the immediate care and support the needed.

We observed drinks being served and if people asked for different drinks or snacks these provided. We saw staff provide physical support to those that needed it, people who need more support than others received the care needed. There was no disparity in care. Staff responded to people’s requests for support in a timely manner. When call bells were pressed we noted these were in the majority of cases, answered within a couple of minutes. This meant people were protected from possible harm.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.