Orchid House

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

We reviewed 1 quality statement for this key question. During our assessment of this key question in September 2024, we now found previous concerns around people’s independence choice and control which resulted in a breach of the legal regulations had been resolved.

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.

Relatives told us they felt people were treated with respect and that staff listened to people's choices and preferences.

Staff were able to talk about how they supported people and appeared to know people well. Staff told us they had received additional training in least restrictive practices and there had been extra learning and discussions around treating people with dignity and respect. Leaders told us they regularly discussed with staff about treating people with dignity and respect. They completed observations of staff interactions and provided feedback for staff to improve their practices. Leaders told us they had been working with staff to be clearer in their communication to ensure people were being communicated in a respectful way. They told us this had helped staff understand people and their individual needs which resulted in people feeling better and living much happier lives.

We observed people felt comfortable with staff and there were some positive interactions. For example, a staff member used a picture exchange communication system (PECS) board to offer people choices. The culture of the service did not always reflect the principles of the guidance Right Support, Right Care, Right Culture. We observed staff were mostly talking to people with dignity and respect. However, some staff were still talking about people when they were in the room and we could not be assured people were not affected by this. One service user who needed 1:1 care had been left unattended for a short period of time; however, no harm came to them. The concerns were fed back to management during the on-site assessment. They assured us they would continue working with staff to provide the right support, care and culture.

Daily notes showed a wide range of activities inside and outside the home. They included helping prepare food, cleaning, access to the sensory room, relaxing with friends, car journeys, walking, visiting shops and bowling. Information showed that people were supported to access family and friends. During the assessment in September 2024, we reviewed a care plan where information had now been changed for a person and the information was much clearer for staff to follow. Leaders had added checks to staff supervisions to support staff with their knowledge around independence, choice and control and dignity and respect. Supervisions and team meetings evidenced discussions with staff about communicating with people respectfully. Staff had received training relating to dignity and respect. There was also evidence staff had completed additional training in least restrictive practices. The provider had reissued key policies for staff to read such as consent to care and treatment, dignity and respect and anti-discriminatory practices. There was evidence of staff reading these policies and providing feedback.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.