Derby

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection for this service. This has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were treated with kindness, compassion and respect. Care plans were written in warm, person‑centred language and reflected what mattered to each person. Staff showed empathy in how they supported people through emotional or distressing situations. One staff member said, “When my service user lost a family member they became very emotional, I supported them.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans captured people’s preferred ways of communicating, their interests, their trauma histories and the things that helped them feel safe. Staff recognised that routines, predictability and emotional reassurance were essential for some people.

Staff gave examples of supporting individuals in ways that respected their identity and experiences. One staff member said the organisation promoted dignity and respect and that, “I feel proud to work for an organisation that takes safeguarding, equality and staff support so seriously.” Another member of staff described helping someone build confidence and independence, saying, “Seeing that transformation is what makes me most proud.”

The provider promoted people’s independence and had choice and control over their own care, treatment and wellbeing.

Staff understood that people sometimes made decisions that increased risk, and they balanced this respectfully while providing guidance, reassurance and safe alternatives.

There were examples of people becoming more independent over time. One staff member described supporting a person who initially struggled with everyday tasks, they told us “[Person] now cleans up after themselves, cooks their own meals most days, and goes into town independently. Seeing them regain their independence is what makes me most proud.”

People were encouraged to do as much as they could for themselves, and staff used praise, reassurance and consistent routines to help build confidence and autonomy.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly and sensitively to people’s needs. Care plans included clear guidance about how to recognise distress, discomfort or changes in wellbeing. Staff gave examples of responding quickly in urgent situations, such as when someone experienced a seizure: “I immediately called 999 and they were taken to hospital.”

Relatives told us they felt safe knowing staff responded appropriately. One said, “If there were any problems, I’d call the manager. The staff are kind and caring.” Another said the experience of receiving support was “really good, they [the organisation] made the process easy.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff felt valued, supported and enabled to provide compassionate care. Many staff told us they experienced the organisation as inclusive and supportive. One staff member described the culture as having a “team ethos and family spirit, they supported me through my recovery after [a health condition] and didn’t throw me away during that time.” Another said, “There is a positive and supportive environment. If we face issues, we come together as a team.”