Firstlings in Heybridge, Essex, a residential home for older adults with personal care needs, some living with dementia, was rated outstanding for being caring, responsive and well-led following an inspection by the Care Quality Commission (CQC), 12 August 2019.
It achieved the score of good for the safe and effective categories.
The CQC report highlighted that staff were committed to making sure people's lives were enriched and were very positive about working for the service.
One staff member said, "I can't think of a better place to work. People are so lovely, friendly and it gives me pleasure to do things for them the way they want them to be." Another said, "We have a 'can do 'culture here, we don't use the word 'No' as, if it is possible to do something for someone, we will."
People were cared for by exceptional staff who were compassionate and understanding.
CQC inspectors gave many examples of where staff had gone the extra mile.
One example included a staff member that arranged for a family member to see their dying relative for one final time before the end of their life. This was not easy, due to the complex family situation, but was of enormous benefit to the person in their care.
One staff member said, "We will do everything in our power to support the person and their family when they are coming to the end of their life. It's heart-breaking for us but we must be professional and make sure we do the absolute best we can do for them."
Another staff member said, "The family of a person who is dying is so much part of the Firstling's family. We have facilities for them to be with their loved ones, mattresses on floors, meals, a shoulder to cry on any time of day or night, we are there."
A compliment by a social care professional said, "I am very impressed by the staff's delivery of care and support.”