Archived: Sitara Haven

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 changed to requires improvement.

This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

Staff did not always consider people’s needs and preferences when supporting them. Staff member switched on the TV in the presence of a person without asking them if they wanted to watch the TV programme they put on or if they could see the TV because they were seated an angle to the TV. We had to ask the staff member to turn the TV down so we could engage with the person.

The provider had not always considered people’s dignity and wishes about the way they wanted to live or about their surroundings. The home does not appear to have been tailored to providing care to people in need of care and support. It was decorated in a way that might not have met the person’s needs and contained furniture items that would not be appropriate for the service user.

Notwithstanding the above during the assessment we saw some examples of staff treating people with kindness and taking their time when talking to them.

The provider did not treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. The provider did not take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care records did not always record details of people’s cultural, social and religious needs, or guide staff on how to ensure these were met. People’s communication needs were not always met to enable them to engage in their care, treatment and support to maximise their experiences and outcomes. A care plan we looked at had no input form the person supported, no reviews had taken place to ensure they had been involved in their care planning and goals for the future.

However, people were supported by staff to have access to the appropriate external services.

The provider did not always promote people’s independence, so people did not always exercise their rights and have choice and control over their own care, treatment and wellbeing.

People’s care plans did not always contain sufficient information about how to support people to be more independent and to make choices. For example, what TV programme they chose to watch or how and who used their room. While people were supported to engage in activities that reflected their needs, they were not always empowered to have as much control over their lives as possible and to be supported to pursue new interests and to learn new things.

Notwithstanding the above, people were supported by staff to have access to the appropriate external services.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. After the assessment the provider told us they always supported people with their healthcare needs, including supporting people to access emergency healthcare support when that was needed.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Staff had not completed training on person centred care or learning disability training that meets the Oliver McGowan code of practice. Supervision was not focused on people’s care, and carer learning needs were not always identified.