The Orchards 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

In this key question we looked at one quality statement relating to responding to people’s immediate needs. We observed and were told staff met people’s daily needs effectively, and the manager had processes in place to ensure people received timely care, such as through call bell audits. However, some relatives told us they felt the service did not always respond in a timely and compassionate way when they had raised concerns about their relative’s health.

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 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.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and relatives we spoke with told us staff met people’s needs well. One person told us: “I like the staff; they are very nice. They look after us and are always checking if we’ve drunk enough or eaten enough.” However, some relatives told us they felt the provider had not responded in an appropriate or compassionate way, when they had raised concerns about their relative’s health. One relative told us “I did notice that [person] had had a [medical concern] for a while and it was affecting her [daily living]. I spoke to the manager and she told me ‘If you think there is something wrong, perhaps she needs specialist care’.

The manager told us they had procedures in place to ensure staff met people’s needs in a timely manner. The manager told us this included customer surveys, walkarounds, senior staff presence, call bell audits and alerts where call bells had not been answered within a specified time frame. The manager told us they would address this with staff if needed.

We observed staff responded to meet people’s needs. For example, we observed two people telling staff they were cold, to which staff responded appropriately and got these people some blankets. We looked at a random sample of daily care records of people at the service and found actions had been taken by staff when health concerns had been raised, in line with their processes.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.