Clarendon Care 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

We assessed all quality statements within the caring key question. We found improvements had been made since the previous inspection in January 2023. The service was no longer in breach of regulation relating to respecting and promoting people's privacy and dignity and independence. This meant people felt well supported, cared for and treated with dignity and respect. Systems were in place to ensure people were treated with kindness, compassion and dignity, promoting their independence and responding promptly to individual needs. Workforce wellbeing and development was promoted. People, family members and external health and social care professionals told us they felt the service was caring.

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.

Staff were attentive to people's needs and took time to chat and enjoy their company. Staff clearly knew and understood people's individual wishes. One staff member in the lounge noticed that a service user hadn’t got their favourite blanket, so she went off to find it for them. Staff were also compassionate to family members and visiting professionals. We observed staff asking a family member what they were doing for Christmas lunch. When they replied rather vaguely about their arrangements the staff member said, ‘Why don’t you come here and have it with us, we’d love to have you, and so would (person’s name).”

At the last inspection we identified the provider had failed to ensure people's privacy and dignity was protected. This was a breach of Regulation 10 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this inspection we found improvements had been made and the provider was no longer in breach of Regulation 10. Staff spoke knowledably about the people they supported and treated them with the utmost dignity and respect.

External social care professionals spoke highly of the service. Their comments included, “The staff are extremely caring, and know their service users really well, meaning the level of person centred care is high" and, “I noticed in all my visits that residents are given the opportunity to make their wishes known to staff and given enough time to respond. They were not being rushed into doing things like personal care. The care is more person-centred than task orientated. I feel that resident’s wishes are being acknowledged and respected by staff.” Some visiting professionals had completed feedback surveys for the provider. These included comments such as, ‘I always find Clarendon staff cheerful and pleasant', and ‘always friendly’.

People were positive about the kindness of care staff. One person told us, “They (staff) get to know you, and they’re ever so nice, I know some really well, but I like them all.” Another person said, “They (staff) are all very nice to me”. Family members also felt staff were kind and compassionate saying, “They (staff) are honestly lovely people, and they always make me a cup of tea! So kind and caring”, and “They (staff) are kind and nothing is too much trouble.”

People received personalised care and had the opportunity to be in control of their lives. People told us they felt their views were sought, listened to and respected. One person said, "I’ve got a buzzer, if I want something – it’s here.” A family member said, “He gets all the care he could possibly want here.” Another family member said, “They know that (person’s name) only likes Earl Grey tea, so that’s what she gets!”

Care plans were individual and person centred and supported person-centred care and choice. People's care records contained detailed information about their life history and things that were important to them. People's protected characteristics under the Equalities Act 2010 were identified as part of their needs assessments.

We saw staff responding to people’s needs. For example, we saw a staff supporting a person to have sips of juice at regular intervals.

Staff knew people well and understood how they liked to be supported. An external professional said, “When discussing with staff it is clear they know service user’s preferences in relation to care and are careful to implement these.” Another external professional told us, “Staff at the home know the service users well, and tailor their support accordingly.”

Care plans included detailed information about people’s needs and what they could do without support. For example, ‘I can wash my face myself however, I may need assistance with wetting the flannel and applying the soap' or, ‘I like to choose the outfits I wear and would like you to show me to my wardrobe to choose my clothes.’ This level of detail helped ensure staff provided consistent care and people were supported to be as independent as possible.

Staff knew and understood people well. Staff benefitted from clear information about the tasks people could manage independently, and where they needed support.

People were supported by staff who knew them well, offered choices and supported them in their independence. People were not rushed.

We observed staff supporting people to be independent. For example, when a person was walking from the dining room up a short flight stairs, staff immediately moved to provide verbal reassurance and guidance but did not take over. We also saw staff providing options at lunchtime to a person. This included showing dishes of the two pudding options. When person did not seem to make a choice, the staff member made both available and the person was able to make their choice.

Staff were on hand to offer support and reassurance to people whenever needed.

Staff were attentive to people's needs and wishes. One relative told us, "They know him really well, and seem to get what he wants before he even knows it himself.”

Staff understood people's needs and knew how they liked to be supported. They told us they had time offer support and to spend quality time with people.

Staff said they had time to meet people’s needs without rushing. Staff commented on the improvement the addition of an activities staff member had made. We saw that staff worked well together. The provider was introducing mobile radios to make it easier for staff to contact each other due to layout of the home. Staff felt valued and were clear that they could speak with the providers at any time. They felt their views, opinions and suggestions would be listened to. All staff said they would recommend the home as a place to work.

Staff confirmed they had received induction and ongoing training. They felt they had the necessary training to provide good person-centred care for people. Staff received regular support and supervision with a member of the provider's management team.