Roop Cottage Residential Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This key question has been good. People received care and support from staff who were caring and compassionate. People and relatives felt involved in their care and support.

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.

People and relatives told us they were treated with kindness, compassion and dignity. Comments included, "Staff are very caring, nothing is too much trouble for them." Another relative told us how staff had organized a special birthday celebration when all the family were invited to be involved.

Staff demonstrated they were kind and caring and respected people's privacy and dignity. They spoke positively about partnership working with people, their relatives and other professionals involved in people's care and support.

Overall feedback from partners was the service was improving. A health care professional commented on the caring nature of staff. They said staff provided support and reassurance to people when they had health appointments. They described staff as 'lovely' and they how they 'put the person at ease' by their support.

We observed kind, caring and compassionate interactions between staff and people. This included ancillary staff who knew people well and chatted with them as they were carrying out their duties around their home. Staff referred to people by their preferred name and were patient and took time to understand what they wanted. We saw examples when staff complimented people which appeared to boost their mood and promote their well-being. We saw one person who was living with dementia holding a baby doll. A staff member took over holding the doll when they were helping the person with a task and this reassured the person and they smiled. We saw examples of people's privacy and dignity being respected. There was cheerful banter between staff and people and a relaxed and inclusive atmosphere.

Most people and relatives told staff they felt they had choice and control over their lives and they were treat as individuals.

Staff said they provided people with options, so they could decide on what they wanted and how they wanted their support to be delivered. Staff said they promoted people’s independence by asking them to do some things themselves with their supervision and support, if needed. Staff said those who could eat by themselves were encouraged to do this with support from staff.

We observed staff treated people as individuals and understood their personal preferences and needs. We observed staff adapting their communication style to suit people. We saw examples where this helped people feel less anxious or upset. Staff chatted with people about their likes and dislikes and histories. We saw there was an inclusive atmosphere and relatives and friends were also welcomed and communicated with warmly.

Care records we reviewed had been written respectfully and promoted people's privacy and dignity. Care records showed the mobility aids and support people required to mobilise safely and to maintain their independence.

People and relatives did not give any specific feedback about how their independence was promoted but they described staff as having a caring approach.

Staff told us they promoted people's independence. Staff said they promoted people’s independence by asking them to do some things themselves with their supervision and support.

We observed staff supported people's independence and offered choice and control. For example, one person was offered a clothes protector at mealtimes but they declined and this was respected by the staff member. We saw staff encouraging people to take drinks who declined and this was respected. They then came back later to encourage the person to have a drink and they happily accepted this.

Care records demonstrated people's independence and choice were promoted.

We received mixed feedback from people and relatives about how well they felt listened to. People and relatives did not routinely feel involved in writing and reviewing their care plans.

Staff told us they listened to people in order to be able to support them make choices and have control over their own lives. The manager told us they had regular meetings with people and their representatives to gather their views and wishes. The provider told us they had conducted surveys with staff, people and relatives to ascertain their views and feedback on the quality of the service.

Staff were generally attentive towards people and knew them well. We observed one staff member supporting a person who was wearing glasses taking time to make sure they were cleaned. The person said they were still blurry so the staff member went to get some appropriate cleaning wipes to clean the glasses again. Where people presented with distressed behaviors staff supported them promptly and kindly which helped people to remain calm and settled. Staff were relaxed and knew people well and used distraction techniques by talking about subjects people were interested in. We observed people who were not independently mobile were supported to reposition in their chairs safely.

The provider and manager told us the welfare of all staff was important to them. They told us they valued their input and support and were keen to develop staff through an inclusive approach, enhanced training and strong teamwork. Staff confirmed they felt supported by the management team.

Processes were in place to ensure staff received support from the management team, through a visible management presence and supervision. Policies and human resources advice was available for staff to access. The manager had recently started carrying out twice weekly workshops for staff on key subjects to provide support and further face to face development opportunities.