Archived: Two Rivers 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

Staff treated people with kindness but there were times due to a lack of support, training and direction from managers and the provider their actions were not kind or respectful towards people. For example, people’s confidential information was on display in one of the offices of a supported living service which people had access to including those not in receipt of the regulated activity. We saw a person was potentially unwell, a member of staff was not assured this person was well, but they did not do anything about this. We told the manager about this. The provider had not promoted a caring culture because they had not ensured people had a person centred care experience and were being treated as individuals and adults.

This service scored 35 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

People could not tell us about this.

The staff team on the whole did not have the training to treat people as individuals and promote what is important to individuals. People's interests and ambitions were not being captured by staff, managers and the provider.

The provider and management team did not have a culture to promote this and treat people as whole individuals. Processes were not in place to enable staff to support people with this aspect of their lives. The provider was not seeking guidance on how to do this nor were they assessing and reviewing this aspect of their service.

People could not tell us about this.

The staff team did not have the training and understanding to promote this.

The provider did not have processes to review and audit this aspect of people's care and lives. They had not ensured this was an option for people. New care planning had started to explore this, but there were no processes to support this actually happening.