Harrogate Home Support

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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 their relatives were positive about the way staff supported them. One person said, “They [staff] are very helpful, if I have any problems, they help me sort things out.” A relative said, “The staff are very special people. I can tell the staff are well looked after by the registered manager. They are wonderful. I can’t speak highly enough of them. I am so grateful for them. They make sure [person] is happy, well cared for, he always looks nice. They make sure he goes to all his activities on time. They are exceptional people. They genuinely care. I never feel like they are doing it just as a job. I enjoy chatting to them. They are always keen to tell me how proud they are of him and telling me what he has done.”

Staff consistently treated people as individuals, recognising and respecting their unique communication styles, preferences, and sensory needs. Care was adapted to reduce anxiety and avoid unnecessary demands. Staff followed care plans and took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were supported in ways that promoted autonomy, dignity, and emotional wellbeing. Staff told us they knew people well which helped to build trustingrelationships over time, enabling personalised care that reflected each person’s identity, values, and daily routines.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans recorded any preferences. For example, where people preferred a male or female care worker to support them. A relative said, “It is the same group of staff which is great. There is consistency. I feel like they are mindful of [person’s] needs and understand her. We don’t have males helping with personal care which they [staff] have listened to. If there is a male supporting that evening, they will bring a female over to help.

The provider listened to and understood people’s needs, views and wishes. Staff completed a wide range of training such as autism, learning disabilities, communication, sensory needs, behaviour support, and person-centred care. The registered manager told us, “This training enables staff to recognise and respond to individual needs more effectively whilst communicating in ways that are accessible and respectful. As a result, the people we support experience greater emotional wellbeing, improved engagement, and more positive outcomes in their day-to-day lives.” Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A relative said, “If there is anything they [staff] are concerned about they let me know. They take [person] to the doctors or any other appointments.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider promoted workforce wellbeing through a supportive team culture, regular supervision, and open communication. Staff told us they felt valued and equipped to deliver person-centred care, with training focused on understanding learning disabilities and autism. Reflective practice and emotional support helped staff manage complex needs of people with confidence and compassion, contributing to consistent and high-quality care and reducing known risks.