Ruislip Nursing 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 inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People were cared for by kind, considerate and compassionate staff. They had a good relationship with the staff who knew them well and understood their needs. Staff used people’s preferred names and pronouns. People’s individual needs, including cultural and religious needs were respected and met. The staff created care plans which included personalised information. These were regularly reviewed and updated to reflect their choices and needs. People were able to make choices, and the staff communicated clearly and appropriately for each person. The staff responded to people’s immediate needs. Staff felt supported and the provider had systems in place to support staff wellbeing and enable them to develop their skills and careers.

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 were treated with kindness and compassion. They told us they had good relationships with staff, and that staff respected them. Comments from people included, ‘’The staff care for me extremely well.’’ This was also reflected in feedback we received from others, with 1 external professional telling us, ‘’The staff genuinely care about the residents.’’ We observed staff being polite, considerate and kind. Staff spoke with people in a gentle way, allowed them time to respond and offered them privacy.

The staff treated people as individuals. They had developed care plans which were personalised and showed how people wanted to be cared for. People were able to make choices about the gender of their care worker. Information about their cultural needs and lifestyle choices were recorded and these were respected. People told us they received personalised care and that they felt respected and valued. Staff spoke a range of languages, and we observed them speaking with people in their preferred languages where possible.

People were able to make choices. Known choices were recorded in care plans, and staff offered people choices and respecting their decisions. People told us they felt empowered and could spend time where they wanted inside and outside of the service, as well as making choices about when they got up, went to bed, what they ate and the activities they participated in. There was a range of organised social and leisure activities for groups and individuals. People were supported to be independent when they wanted. For example, some people were given specialist cutlery and crockery so they could eat independently and some people were supported with exercises to improve their mobility.

Staff responded to people’s immediate needs. People told us that staff attended them promptly when needed. We observed this, with staff being aware of people’s individual situations and responding quickly when people became distressed or uncomfortable.

The provider took steps to support workforce wellbeing. They celebrated staff successes, positive feedback from others and individual achievements. They also had events designed to engage staff and help them feel valued. Staff told us they felt supported and felt they worked as part of a team. The provider offered a range of opportunities for career development and taking on new roles within the service.