St Giles Charity Estates

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 told us staff were attentive and understood how they wanted to be supported. They said staff treated them with kindness and respect and promoted their dignity.

People and relatives spoke positively about the care provided and said they were very satisfied with the support. During our visit, we saw caring and respectful interactions, which matched the feedback we received.

Staff provided person-centred care and showed a good understanding of people’s lifestyles, preferences and daily routines.

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 told us they were treated as individuals and their choices were respected. One person said, “No one tells me to put the light out at night. I go to sleep when I want to. I do what I want really.” Another person told us, “If you don’t want to do anything, you don’t have to.”

A third person said, “I choose when I go to bed and when I get up, it’s up to me,” and added, “Yesterday I asked for a chair so I could sit and clean my teeth properly. They got me one within 10 minutes.”

People were able to spend time with family and friends. Activities were arranged to encourage social interaction. One person said, “We’ve had some nice outings. We went to the garden centre before Christmas.” Another said, “We went on the canal and we all enjoyed that.” However, some family members felt there could be more activities during the week.

During our visit, we saw staff speaking kindly and respectfully, helping people feel valued and understood.

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

People understood their rights and were free to choose how they spent their time. Staff respected their wishes. One relative said, “Yes, the bells are answered quickly. They have been very kind to (relative), putting shelves up and letting (relative) have their own chair and things.”

Another person told us, “Excellent, you couldn’t get better. They bring refreshments morning and afternoon. Too much food, but I’m not complaining. It’s nice to have choices,” and added, “They look after us very well.”

People were supported to maintain relationships that mattered to them. Family and friends could visit without restrictions. Staff and managers encouraged people to keep in touch with loved ones.

Staff promoted independence and offered help only when needed. One relative told us staff supported their family member to shower independently, stepping in only if required. They said, “(Relative) washes themself and they assist if needed, but they let (relative) do what (relative) can, which is a lot.”

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 knew people well and understood their individual needs. They recognised changes in people’s physical or mental health and responded quickly.

Staff knew when and how to contact healthcare professionals to make sure people received the right medical support. Records showed people were supported to see their GP, attend health reviews and have routine wellbeing checks when needed. The GP told us staff contacted them promptly if someone’s health changed. Staff said they shared important information during daily handovers and escalated any concerns without delay.

During our visit, we saw call bells were answered quickly. People and relatives also confirmed that staff responded promptly when support was needed.

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

Staff spoke positively about working for the provider. They said they felt supported by the management team and had opportunities for further training and development. Staff told us managers cared about their wellbeing and were approachable.

The registered manager told us that staff are paid above the average rate for similar services. There is also an ‘Employee of the Month’ award to recognise good performance.

Regular supervision and appraisals were carried out. Staff said the provider’s focus on wellbeing and support had encouraged them to stay in their roles long term.