Georgian 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 remains 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. No-one raised any concerns about privacy. A relative commented; “When I visit I can see [relative] in their room, the home has several different lounges, a lovely garden and we always sit outside when we can. Privacy isn’t a problem.” One person had recently had a bereavement. A member of staff told us; “Last week we had a resident whose relative had died. We were supporting them emotionally, took them to the funeral. Everyone is dealing with death differently, but I felt they were properly supported at the funeral and we continually talk to them about it as they need to.” One person described staff as her, “chosen family.”

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. A relative commented; “Staff seem caring. They know dad very well, the times of day he gets agitated. They are very caring towards us as a family.” Staff knew people’s likes and dislikes and planned activities to suit individual needs. Since our last inspection an activity co-ordinator had been employed and staff told us this had widened people’s opportunities. People told us they took part in a variety of pastimes, both in and out of the service. On the second day of the on-site visit people had been to a football match, out shopping, feeding the birds and to an art class. A relative said; “[Name] does go out for walks, they participate in what’s going on a bit, plays Scrabble with staff.” An external professional commented; “Staff are good at getting residents out into the community. It is a good placement for anyone who wants to still be part of a community outside of the home.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff spoke of the importance of supporting people to maintain and develop their independence. Comments included; “I think people have become more independent as they feel confident as they have people here for their support” and “[Name] has difficulties in walking but wanted to walk to the shop, so we did that and then went down to the seafront.” People were encouraged to play active roles in how the service was organised. For example, they were able to participate in organising staff training. Relatives and a professional told us the service was sometimes noisy, both during the day and at night. This could cause some people distress and anxiety. A quiet lounge had been created to give people more choice about where they spent their time. Resident meeting minutes from September and December 2024 showed the issue of noise at night had been discussed and people reported the situation had improved.

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. Staff were alert to changes in people’s moods and emotions. Daily handover meetings were held to help ensure staff were up to date with any changes in people’s needs and their emotional well-being. Staff were alert to indicators people were distressed, particularly those who were unable to express themselves verbally. A senior care worker described the actions taken after a member of staff had noticed a mark on a resident’s skin, how this had been escalated to a GP resulting in medical treatment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff’s diverse cultures were known, respected and celebrated. ‘Culture sharing days’ had been introduced. One member of staff told us; “Last year we had a Diwali celebration and before that we had a Jamaican culture day so we try and celebrate all cultures. I felt welcomed and supported when I first came here.” Managers had supported overseas staff with housing and schooling which had helped them become part of the wider community and had a positive impact on staff stability. Staff told us they felt valued and listened to. One commented; “I have been the employee of the month one time. It is nice to be recognised and it gives you motivation.”