Arshad Mahmood - 56-58 Carlton Road

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 protected from avoidable harm.

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 consistently showed a good level of professionalism and understanding throughout their interactions with people. We observed people were engaging well with staff and seemed relaxed. Staff knew the people they supported and there was good knowledge about the people who received support, and their needs, throughout 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.

We were invited to see one person’s roomand it was clear to see input the people had on the décor in their bedrooms. This was encouraged by the staff on an ongoing basis and discussed at review meetings with the people and their family members.

Staff treated people as individuals and adapted their communication style according to each person’s preference.

A member of staff said, “You can’t communicate with all of the people in the same way, they all have their own preferences. If you don’t communicate with people in a way that they like, they might become upset and confused.”

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 independence, choice and control in all aspects of their care and support. We observed people make choices about what activities they wanted to engage in and which places they wanted to visit.

Members of staff supported people to develop and maintain independent living skills around cleaning, shopping and cooking in line with the needs identified in care plans. Independent living skills were continually reviewed to reflect people’s abilities and independence and ensure this was being fully supported.

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 members of staff supporting people appropriately and in line with their care plans and assessed needs. Where people needed additional support, this was in place.

A relative told us, “The staff are always there when needed and stay for as long as is required to look after them.”

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

Members of staff were well supported by the provider. An employee handbook with organisational policies and procedures was in place, to ensure staff were clear about standards and expectations. A member of staff told us, “I receive good support from the manager. I receive regular supervisions, annual appraisal, and team meetings.”