Mill Street

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. We have rated this key question 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 told us staff were kind and caring. A relative said, “Staff do a good job, they are nice, kind and caring.” We observed positive interactions where staff spoke warmly and respectfully. Staff described how they maintained privacy during personal care, and staff knocked before entering flats.

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 was person-centred. Staff knew people well and tailored support to their preferences. For example, 1 person valued control over their routines, and staff respected this by asking before providing care. Another person was supported to personalise their flat, and someone else’s care plan reflected their personal journey and emotional needs and triggers.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to make choices and maintain independence. For example,1 person managed their own medication. People chose how to spend their time, and staff facilitated community activities and outings.

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 when people needed help. Call systems were in place, and people confirmed staff came quickly when called.

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 and supported. They described the team as “supportive and uplifting” and praised approachable managers. Regular 1-to-1 meetings and training opportunities were available, and staff said they enjoyed their roles and felt motivated to provide good care.