18 Holt Coppice

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.

This is the first assessment for this service since it was registered in February 2022. This key question has been rated 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 commented on the kindness of the staff team and told us they were always treated with respect. One person said, “I am very happy. They are very good. They are always on time, and I can’t recommend them enough. The staff are all very kind and we have a good time and a laugh.” Another person told us, “The carers are very lovely and always arrive with a smile. They are very respectful, and they talk with me not at me. They are very respectful to my [relative] also and always say hello to them before making their way up to me. Both me and my [relative] would highly recommend them. They are absolutely brilliant.” A third person said, “The staff are really good. They are actually like family to me. They are amazing and do so much to help me.” A relative told us, “The staff are genuine people, happy and sociable with [relative] and have a laugh. They are helpful and knowledgeable. This is [relative’s] first experience of care which they were reluctant to agree to, but it has been positive and will help as and when they need more care in the future.” Another relative told us, “The staff are well mannered and caring.”
 

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 received care and support that was personal to them. People’s individual needs and preferences were understood by staff and detailed in their individual care plans. Staff demonstrated their understanding of the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support. Staff told us how they supported people who experienced difficulties in expressing their needs and wishes verbally. A member of staff told us, “I have supported a client who was non-verbal. They communicated using gestures and pointing. This was integrated into their support plan. I also had training in communication and different methods of communication.”
 

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

People were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. Care plans were person-centred and included information about people’s abilities, preferences and what was important to them. Staff worked with people to understand how they wanted their care to be delivered. One person said, “The staff know what’s important to me and I feel fully involved.” A member of staff told us, “Staff treat people with dignity and respect, involve them in decisions, and always try to provide care that meets their individual needs.” Risk assessments were in place to support people to take positive risks while maintaining their safety. These included mobilising, nutrition and hydration and accessing the community.
 

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 how they communicated making it easier for them to address people’s immediate needs. Each person had a hospital passport which included information about their needs and preferences and how they communicated. This important information would assist healthcare professionals if, for example, the person was admitted to hospital.
 

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

Staff spoke highly of the support provided by the management team and enjoyed working at the service. A staff member said, “My manager and colleagues are approachable, and I know I can ask for help or advice whenever I need it.” Another told us, “I enjoy working for the service and feel that people are supported with dignity and respect. The management team are approachable, and everyone works together to provide the best care possible.” Staff were provided with the training and support needed to carry out their role. A member of staff said, “I have completed all the mandatory training as well as training that is specific to the needs of the people I support. I feel valued by the team and supported by my manager. I have regular supervision sessions where I can discuss my work, and we also have team meetings to share information and improvements.”