Top rating for care home where wishes come true

A Shropshire care home where staff carry out "small but meaningful acts of kindness" every day has been given a top industry rating.

Field House in Church Stretton, which was judged outstanding by Care Quality Commission (CQC) inspectors, is run by Scarborough Hall Limited and Barchester Healthcare and supports older adults.

Care home manager Stephanie Morris said the team was "over the moon" after improving on its previous rating of good.

The report stated: "Small but meaningful acts of kindness were embedded in daily practice, reflecting a culture where caring for people was viewed as much more than completing tasks.

During the inspection in August, the CQC found many staff members provided "consistently kind and thoughtful care".

One one occasion, they arranged for a resident to visit an RAF base to help them reconnect with their former career.

On another, they helped a person who loved hosting to organise themed evenings including Greek nights, " which let them keep a role that mattered to them," said Amanda Lyndon, CQC deputy director of adult social care in the West Midlands.

Morris said: "Our level and commitment and hard work, for it to finally be recognised, we're all just absolutely ecstatic."

She added that her team "get to know each resident so personally".

"It's just those tiny details. Knowing what their favourite blankets are, knowing how they want their room set up, how they like to start their day, how they like to finish their day.

"Those sound like commonplace things but it's that attention to detail, treating everyone completely individual and personal.

"I think it makes a real big difference in making the residents feel truly valued and special," she added.

The manager explained residents wishes are granted once a month, one of which was a trip to Barmouth Beach to eat fish and chips by the seafront.

"One of the residents that was going on this trip had also mentioned that some family lived close by, so we liaised with the family and we arranged for the family to meet us there," she said.

"It was absolutely wonderful, it really made her day."

Lyndon said the home "kept a close eye on what mattered" to people, highlighting how two residents also acted as "ambassadors", welcoming newcomers and sitting in on interviews for new employees.

"When audits showed more falls, leaders analysed the figures, shared learning with staff and asked specialists to talk to residents about reducing their risk," she said.

"When one person lost weight, the team reviewed their meals straight away and their weight stabilised."

Lyndon added the home's service was "exceptional".

"We hope other homes will learn from what the team here has achieved," she said.

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