People in Action - Old Hinckley Road

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 inspection we rated this key question good. At this inspection 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 told us they were happy living at the home. A relative told us, “Staff treat [Person] with the upmost dignity and respect.” We observed staff respecting people’s privacy by knocking on bedroom doors, offering choices and giving the person time to make decisions.

Staff spoke with care and compassion about the people they support and demonstrated a shared commitment to providing good care. One staff member told us, “I really enjoy supporting people to do things in everyday life we take for granted, when I get a big smile that’s reward enough, and tells me I’m doing something right.”

Positive feedback was shared from a health care professional who worked closely with the service, “I have found the team to be caring and responsive. They appear to have an excellent handle on the residents’ needs and personalities."

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 and relatives valued the support provided. Staff recognised the importance of spending time with people to form positive relationships. A relative told us, “[Person] has a better social life than me, I know they are very happy with all the activities staff and the home provide.”

Care records captured people’s preferences and needs. Including information about important events in their life history and how they wished to be supported including their likes and dislikes.

Where people needed structured routines to help reduce their anxiety, this was also detailed in their care records.

People’s protected characteristics such as religious beliefs and disability were reflected in care records. Staff spoken with clearly understood people’s individual needs and how best to support the person. A staff member told us, “It’s important to really get to know the person to understand their needs and beliefs, to ensure you support them, as they want to be supported.” Another staff member said, “It’s important to gain people’s trust so they feel able to try new experiences and learn new skills which should be recognised and celebrated."

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

People told us they were supported to make choices which were respected by staff, this was confirmed by relatives. During our visit, staff were attentive to people and had clearly developed good relationships with them.

We observed staff promoting people’s independence by supporting them to put away their laundry and, offering people a choice of meals and activities. Staff used a range of communication methods to aid people’s understanding for example; pointing, gestures and Makaton (Makaton is a language programme which aids communication using signs, symbols and speech).

People where possible were involved in planning and reviewing their care and support. Records captured their preferences and needs. This included how they wanted to be supported by staff and what the person could do for themselves to maintain their independence.

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.

During our visit, staff were available and attentive to people’s needs. Staff spent time chatting to people, supporting them to stay hydrated and as comfortable as possible in the heat. People were encouraged to participate in a range of activities based on their interests. Those people who enjoyed going out in the community were supported to do so, earlier in the day while it was cooler.

Staff knew people well and adapted their communication and interactions in response to a person’s mood and anxiety levels. Staff gave the person time to process the information and answer them, which supported the person to be able to remain calm and express their choice.

The home worked closely with a range of health and social care professionals to ensure people’s health needs were closely monitored, supporting people to achieve good outcomes.

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

Staff felt supported and enjoyed working at the home. One staff member told us, “I enjoy working here, the support is amazing.” Another staff member said, “The managers are very approachable and supportive.”

Staff received the guidance and information they needed to fulfil their roles, and this included communication within individual and team meetings. One staff member told us, “We work well as a team, communication is good.” Another staff member said, “We have a good, stable team."