Jervaulx 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 supported and treated with dignity and respect; and involved as partners in their care,

This service scored 80 (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 and relatives told us staff were kind and caring. A relative told us, “Staff are very helpful and friendly.” People’s privacy and dignity was respected. If people wanted time to themselves, for example to make private telephone calls, this was respected.

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. Staff recognised what was important for each person and supported them to achieve positive outcomes. People took part in education, training and day opportunities, that worked for them as individuals. Staff were trained in equality and diversity, and the provider had an equality and diversity policy in place to protect people and staff against discrimination. People were asked about their cultural and religious needs and support was offered if needed.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Without exception everyone we spoke with, people, relatives and staff told us independence and choice were high priorities in the home and were supported in an extremely dedicated way. Staff worked alongside people to ensure they were involved in the writing of their support plans. As a result, they included a high level of information tailored specifically to how independence, choice and control would be promoted for each person.

Relatives told us their family member’s living in different parts of the home, including the residential and respite service, were all very well supported to remain as independent as possible and develop new skills, interests and friendships. People and relatives told us staff ensured people were given the opportunity to lead active lives in their local communities. One relative told us, “They [staff] know his needs, assist him to be as independent as possible.” Another relative said, [Person] gets out pretty much every day of the week.” Staff told us people had lots of days out including recent visits to Scarborough, Whitby, museums and cinemas.

People who lived in ‘Stepping Stones’ were taking part in a programme to develop their independence with a view to them living independently. People using this service told us they had learnt how to cook meals, keep their home clean and tidy, and how this had increased their confidence. This had led to people successfully moving on to independence in their own homes, with and without ongoing paid support.

Staff told us they worked intensively to develop and achieve plans to support people with their aspirations. For example, when one person wanted to take a long journey alone, staff worked with them on a plan to develop their skills and confidence in this area. They liaised with the person’s relative and public transport providers to mitigate risks. A staff member told us, “It was all planned out over time, we kept in constant contact, we changed the plans so [relative] would meet [person]. We kept in touch with [relative] too all the way. It took lots of planning.”

People had choice over all aspects of the service. For example, people were involved in the redecoration and personalisation of their bedrooms.

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 responded quickly when people required assistance and were proactive in anticipating people’s needs.

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 very supported by management and the wider staff team. A staff member told us how management had positively supported them back to work after a period of leave. They said, “In terms of well-being they've been amazing."