Partridge House Nursing and Residential 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 service 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 safe and protected from avoidable harm.

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 service 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 told us they liked the staff, and we witnessed people responding to staff with obvious affection. Relatives told us staff were, “Always very kind and very good.” Another said, “Staff are very caring and understanding of people.” Staff were always mindful to ensure they considered peoples individualised needs and preferences. The ethos of the service was to ensure everyone was treated fairly and equally. This was supported by detailed and up to date care records. Staff were seen to be kind and supportive to each other and told us they worked well as a team and valued their colleagues.

The service 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. Relatives told us staff took the time to talk to people and get to know them and the things that were important to them. Care plans included information about people’s lives before they moved to Partridge House, their hobbies, people who were important to them and their values. The RM was passionate about ensuring people felt that Partridge House was their home. This meant ensuring all the things that were special to people were always considered. Peoples likes, dislikes and things important to them were considered a priority.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain relationships with people who were important to them. Visitors were welcomed and relatives confirmed they were able to visit their loved ones regularly. A varied programme of group activities were available and staff spent one to one time with people who remained in their rooms or did not enjoy group activities. A relative told us, “They are very dementia friendly. They seem to have a lot of music, and they have activities. My husband seems to participate and enjoy it. They have things like dementia friendly games, and puzzles. They have lots of pictures on the walls like film stars and things like that.”

The service 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. We saw staff recognise when people were becoming upset and anxious and respond to this in a way that alleviated the persons distress. For example, one person was calling out to staff as they felt something had been taken from them, staff were able to respond positively and distract the person whilst supporting them to locate the item in their room. Information was clearly recorded in peoples care plans to inform staff of any triggers and actions to take if a person became distressed.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff spoke positively about the manager and told us they enjoyed working at the home. Staff felt the staff team worked well together, saying “we work hard, and are committed.” Staff were aware there had been recent safeguarding’s raised but felt this was not a true reflection of the home, or the care provided. Team meetings took place, and these were used to discuss relevant issues and staff feedback was sought regularly. Staff received regular supervision and annual appraisals. Additional welfare checks and support were also implemented for staff who were working under sponsorship to ensure they had all the required training and knowledge as well as welfare support to ensure they did not feel isolated.