Seagrave House 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 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 staff treated them with kindness and felt well cared for by staff they liked. One person said, “Staff always shut the door when they help me. Door is usually open, but if it shut, they will knock.” A relative told us, “Staff are always helpful and attentive. I have witnessed compassionate and dignified care being provided to the residents.” Staff spoke fondly about people and this was reflected in people’s care records. A staff member described how dementia training had helped them “to understand that communication, verbal or otherwise, is the key to providing care, feeling valued and maintaining their dignity.”

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. A staff member told us, "I always treat people as individual human beings, who live in a care home, they’re still the same person. I consider their wishes and know what they like and don’t like.” The wellbeing staff (involved with activities) told us they spoke to people to learn about their hobbies and interests. One person showed us the weekly activity programme and had highlighted the events they wished to join.” Another person told us they enjoyed the singers that came in and felt there were enough activities they enjoyed. A relative told us, “[Name] is invited to all activities and chooses which ones they like. [Name] enjoys a walk outside and a run in the minibus.” People’s individual needs, preferences and likes and dislikes were reflected in their care plans.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood and respected people’s individual needs and the importance of supporting with their people’s independence. People knew their rights and chose how they spent their time and staff respected their wishes. A person told us they had a choice of a shower or bath but chooses a shower. A relative told us, “[Name] likes to sleep-in in the mornings and always has. Staff were concerned as [Name] had missed breakfast. We discussed it and I said I am happy for [Name] to sleep in so let’s put it in the care plan. We did this and now [Name] can sleep in without it raising any concerns for the staff as it’s their choice.” People were supported to stay in contact with people who were important to them. There were no restrictions for people to receive their visitors.

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. Staff knew people well and responded quickly to any requests for support. For example, we observed when a person became distressed, a member of staff approached speaking calmly and listened to what was upsetting them and offered reassurance and stay with them. A short while later the person helping the staff member with a jigsaw puzzle. Staff were vigilant and they regularly checked on people who could not ask for help. We observed staff were responsive to call bells and attended to people in a coordinated manner when there 2 or more people requesting assistance. A relative said, “[Name] now has a zimmer frame and they have got [Name] to walk again. Everything they do is for their benefit.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People were supported by staff who had opportunities to give feedback, raise any concerns and felt their views were listened to. A member of staff told us, “I feel proud and enjoy working here; I've had a lot of training and support.” Staff told us they enjoyed working at the home and felt supported by the management. A staff member said, "Staff sickness doesn't help but everyone pulls together to work including the deputy, the manager and admin staff who are all trained." Staff felt valued by the management. A staff member said, “I've been supported and treated well, encouraged to train and was promoted recently to [specific role]. I've got more responsibilities and given training for this.” Management recognised the diversity of the staff team and had a variety of resources in place to support them. This included access to confidential counselling and bereavement support services.