Watery Lane Cottage

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. We observed caring interactions between staff and people using the service. Staff supported people in a kind and respectful way and took steps to protect their dignity. For example, doors were closed when people were receiving personal care and support.

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 included information about people’s preferences, including their likes, dislikes and the things that were important to them. We saw people’s bedrooms had been personalised with sensory decorations that reflected their interests, personalities and individual needs.

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 encouraged to make decisions about their daily lives, for example, one person told us they chose when they went to bed and when they got up in the morning.

Staff described how they supported people to maintain and develop their independence. One staff member explained how they encouraged a person to choose their own clothes by guiding them to their drawers and providing reassurance and prompts where needed, such as when clothing had been put on incorrectly.

We saw people being supported to take part in everyday tasks to maintain their independence and life skills, for example people were involved in preparing meals and other daily living activities.

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.

We observed staff respond to people appropriately and in a timely way and information was available for staff to understand how to support people during times of distress.

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

Staff had access to a range of wellbeing support services which included a confidential employee assistance programme, accessible for all staff and their immediate family. The provider said they also offered other initiatives such as monthly nominations and ‘hero’s awards’ an annual celebration organised to recognise team members who go above and beyond to provide exceptional care.