Clova House 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 key question has been rated Good. This meant people were supported and treated with dignity and respect. They were involved as partners in their care. People and their relatives or friends consistently told us they were supported and treated well. People's diverse needs and experiences were equally respected. People were encouraged to express their views and make decisions about their care. People's privacy, dignity and independence were respected and promoted. We observed people to be treated with respect and care throughout our visit, staff continuously involved people and respected their choices.

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.

We observed staff to be kind and caring throughout our inspection and it was evident they knew people well. People appeared relaxed and comfortable with the staff supporting them and they confirmed they liked the staff. Comments included, “The staff are really good at managing my relatives care.” And “Staff are competent and so caring.”

External stakeholders told us they had no concerns regarding the quality of care provided at the home and confirmed they were happy with the support provided to people.

People consistently told us staff treated them well. One person told us, “All staff are kind and caring I think the managers select people well.” And another person told us, “[Person] is very loved they think so much of her”. A relative said, “Staff are friendly and always talking to [relatives name]. My relative always looks good, immaculate.”

The registered manager spoke positively about ensuring Clova House was homely.

Staff told us how they treated people as individuals by providing people choices and respecting their decisions.

We observed staff to treat people with respect and staff were knowledgeable on people’s preferences.

Policies such as equality and diversity were in place and followed in practice by staff, and care plans were followed to ensure people were treated as individuals

People consistently told us staff treated them well, people felt staff knew them well. One person’s representative said, “All the staff know all about my friend, they look at books with them. The care is very good. They have got a friend there and people who care for them.”

People’s care plans recorded how staff should support them to make choices. This included recording people’s communication needs so staff understood how to provide people with information and how people communicated their choices and preferences.

We observed staff to promote people’s independence positively. Staff offered people choices throughout our inspection and respected the decisions they made.

Staff told us how they promoted people’s independence and supported them to make decisions.

People told us staff involved them in their care, and they made choices which staff supported and encouraged Responding to people’s immediate needs

The registered manager monitored staffing levels to ensure people received timely care. The registered manager also worked in the service at peak times and increased staffing at weekends.

We observed sufficient numbers of staff in place, staff had time to spend listen and chat with people and responded promptly when people required.

One person’s relative said, “The staff are constant, they don’t change and are genuinely caring.” Another relative said, “Staff are competent and so caring.”

The registered manager told us how they operated an open-door policy for all. Staff told us they felt the management team were approachable.

We observed the management team to be passionate about promoting staff wellbeing and we found they had an open-door policy where staff and people could come into their office to talk.