Yews Hill / North Rise

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.

Staff were kind, caring and respectful. People and relatives gave consistently positive feedback regarding staff. Comments included, “Staff always help me. There is a lovely staff member, if she wasn’t my carer she would be my friend”, “[Name] needs lots of support and staff are marvellous. They look after her really well”, “[Name} is well looked after. The staff are friendly. They are caring and supportive with [Name]” and “Staff are excellent. Their openness is genuine and they have a good rapport [with people].”

People’s dignity was maintained and staff were always respectful. Visiting professionals were welcomed into the service.

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’s individuality was valued and this was reflected in the way staff supported people. Staff knew people’s needs, wishes and preferences and provided support accordingly. A relative told us, “They know [Name]’s like and dislikes.” People’s backgrounds and personal life histories were detailed in care records and used to inform care provision.

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 consistently supported to make choices, such as when they got up, where they spent their time and what they wanted to do. People were actively involved in decision making and were able to enjoy things that mattered the most to them to enhance their overall well-being. There were clear links with local communities and people were supported to access events they were interested in, such as parties and coffee mornings. People and relatives told us, “I do what I want to do. Sometimes we go out shopping together or for lunch it's nice. Staff support me to do anything I want to do”, “[Name] goes to the supermarket to shop for food. Every day she does crafts and lots of social activities with carers”, “[Name] goes to a day centre and outings. They do really well with her” and “[Name] goes out to a day centre and I think she has a better social life than me. One member of staff is very good and sends me pictures when they go out.” In addition, 1 staff member told us, “People are free to do what they want to do. We just guide them sometimes. Support them. It is their home they can do what they want to do.”

Parties were facilitated for celebrations including people’s birthdays, where people chose how they wanted to celebrate.

Staff supported people to be independent by encouraging them to do what they were able to do for themselves. Feedback included, “Staff support me to be independent. I make my own breakfast. I have choice and control”, “They promote [Name]’s independence. [Name] has her own jobs to do, and they have taught her how to do her own washing” and “The staff encourage her to help around the house. [Name] makes her own breakfast sets the table and looks after her own room.”

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 were proactive in their approach to care and responded to people’s needs without delay. They supported people effectively when they showed signs of distress helping them to achieve positive outcomes. One relative told us, “They have managed [Name]’s behaviour well.” Effective communication between staff and people supported a relaxed and homely atmosphere at the service.

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

Staff told us they felt supported by the registered manager and their wellbeing at work was always considered. The registered manager cared about staff wellbeing and the ability of the whole team to provide a high standard of care for people living at the service. We observed the supportive nature of the relationships between the registered manager and staff during the assessment.