Lister Avenue

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 and caring in their interactions and responded to people in a timely way. There was a calm, inclusive atmosphere in the home and members of staff took time to sit with people and engage in conversations. People spoke positively about the support staff provided. One person said, “I am very happy here. They look after me very well. They are really kind and caring” Another said, “Staff are excellent here, I have been lots of different places and this is one of the best, they are very kind.”

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. The staff team knew people well and were aware of their likes and dislikes. One person said, “I like all the staff including the cleaners, they are all great. They know me well and are always there for me. They can’t do enough for me.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People accessed the community, visited family and friends and took part in activities of their choice. We observed people being supported to be independent. They were given choices and had control over what they choose to do.

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. We observed staff respond to people appropriately and in a timely way when they required support.

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 were very happy in their roles and were able to speak to the management team about any concerns they had. Staff said, “We get regular supervisions and feel very supported we work well as a team I can talk openly and in confidence and feel listened to.”