Three Cups

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 assessment for this newly registered service. This key question 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 and relatives said staff were kind, respectful and culturally aware. They told us staff treated people with dignity and valued family involvement in their care. For example, one relative said staff “always spoke respectfully” and understood the person’s cultural needs.

Staff spoke positively about their roles and described a caring approach. One staff member said, “I treat everyone as an [individual] and respect their choices.”

Records showed staff completed training in person-centred care, equality and diversity, and dignity in care.

One staff member told us how they supported people with their privacy and dignity. For example, they said, “I always knock before entering someone’s room, close doors and curtains when providing personal care, and explain what I am doing so the person feels comfortable and involved.” Another staff member said, “We make sure people are covered appropriately during personal care and always ask for consent before supporting them."

People and relatives spoke positively about the care and support they received. They told us staff were attentive and responded to people’s individual needs.

Feedback reflected the personalised approach staff took. One relative said, “Staff know how to support my family member and understand their likes and dislikes. They are also quick to respond if something is not right, and they keep us informed of any changes or concerns.”

Staff said they took time to get to know people so they could build positive relationships and understand their individual needs, backgrounds and preferences. One staff member told us, “I learn what matters to each person, including their routines, likes and dislikes, so we can support them in the way they prefer.”

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

People said staff encouraged them to remain independent and only helped when needed. One person said, “I do what I can for myself, but staff are there if I need help.”

Care plans identified what people could do independently, where they needed support, and how they preferred care to be provided.

Staff received training on promoting independence and described encouraging people to do tasks they could manage safely. One staff member said, “I always give people time to do things for themselves and never rush them during tasks. I only give support when needed.”

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.

One person told us, “Staff are there when I need help. They support me when I ask, without taking over tasks I can do myself.”

We observed staff providing person-centred support and adapting their approach to meet people’s individual needs. For example, when one person became anxious during a task, staff responded calmly and used distraction techniques to reassure them. This helped reduce the person’s distress and showed staff understood how to support them in a sensitive and effective way.

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

Staff said they felt supported and that their wellbeing was valued. One staff member said, “I feel confident speaking to management about any concerns. They check that I am okay and ask if I need any support or help.”

Staff also told us they could share their views and raise concerns through supervision and team meetings, which supported open communication and a positive team culture. One staff told us, “Team meetings are helpful, and I feel comfortable sharing my views."