Ornate Health Care 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 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.

Most feedback from people was positive, that staff were kind, respectful and caring. Comments included “They [staff] are very nice people” and “They [staff] are polite and friendly.” However, one person felt that the staff did not always support them in a dignified way. We raised this with leaders who agreed to take immediate action to address this. They told us they would do this by reinforcing dignity, respect, and person-centred care with all staff members during staff meetings, supervision sessions and spot checks.

Staff we spoke with understood the importance of promoting people’s privacy and dignity. For example, staff told us that they closed doors/curtains when providing personal care, knocked on the door before entering, provided person-centred care and maintained confidentially.

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.

People’s health, social and personal needs were assessed which ensured their care was individualized. Staff understood the importance of treating people as individuals and followed their care plans.

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

People were supported to maintain their independence. One person told us, “It has taken a long time to get to this position as I used to be bed bound, but the carers have helped me progress into a wheelchair.”

Staff understood how important it was for people’s choices and independence to be promoted and told us how they helped people with this. For example, one staff member said, “When supporting someone with personal care, I prepare the items the person needs, such as their clothes or toiletries, and allow them the time and space to wash or dress themselves. I stay nearby in case they require help, but I avoid taking over tasks they are able to do independently.”

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. Overall people felt their needs were met by staff. Staff told us they would take action if they were concerned about people’s needs and understood how to escalate concerns. This included sharing concerns with the manager and seeking medical support.

The provider cared about and promoted the well-being of their staff and supported staff.

Staff spoke positively about working for the service. They consistently reported feeling well supported in their roles. Staff told us they were treated well by the management team and felt able to raise any concerns. One staff member shared, “We are given the platform to talk to our line manager about all concerns, and I am treated equally and fairly.”