Barnet Supported Living Service

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 outstanding. At this assessment the rating has changed to 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.

People's dignity was consistently upheld, particularly during personal care, with staff taking time to ensure people felt comfortable, listened to, and in control. Independence was promoted wherever possible, supporting people’s confidence and self-esteem

A relative told us “They [staff] are kind and caring. I feel they do a very good job; they are very engaged with each other and the people who live there. My relative would make it known if she wasn’t happy with something and she never has; she really gets her message across. They take the time and help her to communicate.”

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 detailed information on each person’s preferred name, daily routines, food preferences, preferred places to eat meals and snacks, mealtime choices, activities, social needs, and religious beliefs. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

Staff supported people to be as independent as they wanted to be. People’s care plans showed where people needed support and where they could be more independent.

People were supported to be in control of and make choices about all aspects of their care. Staff offered choices to people, such as what they wanted to eat or how they wanted to spend their time. Choices were offered to people in different ways, such as verbally or by using photos and objects.’

People and their relatives spoke positively about their and their family members’ support and the kind and caring nature of the staff team. Staff spoke about people knowledgeably and with kindness and compassion.

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. The service communicated with people and engaged them in discussions about their immediate needs. Staff recognised different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They escalated concerns if they believed it indicated a deterioration in the health and wellbeing of a person

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff reported they felt valued and were treated in a manner that supported their wellbeing. They also stated they had regular opportunities to provide feedback on issues, raise concerns, and suggest ways to improve the service or staff experiences