Mrs P M Eales t/a Just Homes - 3 New Hill

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. Relatives told us staff were polite, friendly, helpful and the care was “Exemplary”. A relative told us staff, "Were angels and were absolutely wonderful, whatever they did, [person] was cared for" and they “Can’t fault the care whatsoever.” We saw people were treated with respect, patience and dignity.

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. Care plans included information on what was important, for example, what type of music they enjoyed and activities such as colouring. We saw a person was supported to go out to the cinema which was an activity the person enjoyed. Relatives told us the staff supported people and people were treated with respect and dignity. A relative told us when they visited the service, “[Person] was fine, dressed, the home was clean and tidy.” People’s rooms were personalised to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us how they empowered people to have their say about things that were important to them and were listened too and what they said was acted on. They focussed on people's strengths and offered choices, for example, what clothes people would like to wear and what activities they would like to do. Staff told us they supported people to do household tasks such as supporting them to take their dishes to the kitchen and do the things they enjoyed. Comments included they supported people by, “Patience, promoting independence with encouragement. Encouraging and support the person to do the things they enjoy” and “Our approach to the care we give to our service users is that of promoting independence which is all about empowering them.”

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 saw staff responded to people’s requests for support promptly. Relatives told us staff knew how to provide care in the way people required. Comments include, “They do look after [person]” and “This is [person’s] home, definitely [person’s] home, [person] is enjoying her life.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. We observed respectful, kind and caring interactions between the staff and the registered manager. Staff told us they were supported at work by colleagues and management, they were listened to and treated with respect and professionalism. Staff told us their provider was a very supportive to work for, if there was a problem it would be resolved and they made sure staff’s well-being was supported. Comments included, “Yes, I feel respected in my role as a support worker at [service]” and, “Our staff turnover is very low as most of the staff are long term members of staff and have been in the company a long time and are treated well and respected with professionalism.”