Symonds House

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.

Staff supported people in a kind and caring manner and responded to their needs promptly and respectfully. One person told us, “I like all the staff. They look after me alright.” A relative said, “I think the staff interact with people really well.” Another relative told us, “The staff know them very well, all of them and are very friendly. [Family member] is treated with dignity and respect.”

We observed the staff to be patient and displaying genuine affection and respect for people. We observed warm interactions between people and staff, and plenty of banter which seemed natural. One person told us, “The staff are wonderful here. I feel they are really kind to me.” Another person said, “I have no complaints about anything. The staff are lovely, and I get on with them well.”

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 planning documentation captured detailed information about people's life stories, interests, and preferences, which helped staff to deliver personalised care. Staff we spoke with were knowledgeable about the people they worked with.

There was an activity plan in place and people were able to choose which ones they wanted to join in with. One person said, “I really appreciate the Monday Church Service.” One relative told us, “[Family member] actually gets up and dances which is strange because they have never been a dancer. Staff take them out of their room to some of the activities. They play some of the games.” Another relative said, “[Family member] enjoys the activities, and also going into the garden.”

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

Care records included how people should be encouraged to remain as independent as possible, and people were free to spend time doing things they liked. One person told us, “I just go with what I want to do. I like to sit in the lounge.” A relative said, “Family member stays in their room quite a lot and prefers to eat their meals in their room. It is their choice.”

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 were able to anticipate and meet people’s needs quickly and in ways that people chose to have their needs met as effectively as possible, as staff knew people well. Staff demonstrated empathy and care when supporting people.

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

Staff were positive about the support from the management team and helped them to remain motivated in providing good quality care. A staff member said, “[Name] is always available, and we can ask questions and make suggestions, and they are listened and acted upon.”

New staff completed a comprehensive induction programme before working independently to ensure they were confident and competent in their roles. All staff received necessary training to deliver person-centred care safely and effectively. This included having their working practices observed. Regular supervision sessions provided opportunities for staff to discuss ideas, raise concerns, and reflect on their practice.