120 Furber 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 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.

The atmosphere was calm and relaxed with lots of positive interactions between people and staff. Staff took the time to spend time with people talking about things they were interested in. People were treated as individuals and their privacy and dignity was respected. People moved freely around their home. They could access their bedrooms when they wanted to with no restrictions imposed on them.

Staff talked about people in a positive way focusing on people’s achievements. They had built positive relationships with people. People told us they liked the staff that supported them. People told us they had a keyworker, a named member of staff that supported them. A relative told us, “(Name of person) is very happy living at 120 Furber Road, it is brilliant, they get on really well with all the staff”.

Feedback from visiting health care professionals was positive on how the staff engaged with people. A health professional told us, “The service users are treated with respect. If anything they go over and above for them, I have never had any concerns.”

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 were encouraged to have regular opportunities to discuss whether they were happy with their support at the service. This included monthly meetings where they spent time with their key worker setting goals for the forthcoming month. People were supported to maintain relationships with family and friends and supported in their local community such as attending social groups.

People had very individualised activity plans that reflected their interests. A relative spoke positively about the varied activities that were taking place and the opportunities available to people living at 120 Furber Road.

People’s care plans clearly described how they wanted to be supported and what they could do for themselves. People were asked and supported to go to church if this was what they wanted. One person said they liked to go to church only on special occasions such as Easter or if there was a funeral.

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 very much at the centre of the care planning process and were involved in making decisions on how they wanted to spend their time and how they wanted to be supported. One person told us, “I don’t like cooking but will help with making cakes.” One person spoke positively about how the staff had supported them to purchase a massage chair and they were keen to show us how this worked. It was evident they were very much in control of its use. Another person told us how staff had supported them to buy a smart punching machine. Both people were proud of these items and the benefits of these, such as relaxation and to keep fit.

People were supported to make choices about their daily lives, including meals, clothing, and activities, and were encouraged to maintain their independence. Care plans detailed people’s preferences and we saw evidence the staff knew and respected these. For example, one person had expressed a wish to buy flowers, we observed this person being supported to go to the shops and purchase these. It was evident this brought great joy to the person.

People were supported to personalise their bedrooms in accordance with their tastes and interests. A person proudly showed us their room, which contained all their possessions based on their interests.

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 responding to people's needs in a timely manner. Staff spent time with people engaged in conversations. Where people needed support with personal care this was given discreetly.

Care plans included information about how people displayed signs of anxiety or pain. This enabled staff to identify when people needed additional support. Staff said that one person was supported throughout the day on a one-to-one basis to keep them safe. This was because they were visually impaired, living with dementia and needed assurance and support throughout the day. The person appeared relaxed in the presence of staff.

Staff recognised when health and social care professional support was needed for people. Appropriate escalation of incidents and timely referrals helped support people with immediate needs. A health professional confirmed timely referrals were made, and concerns were escalated promptly.

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

Staff were positive about working in the home. A member of staff told us, “I am proud to support people to live as independently as possible.I thoroughly enjoy my role in supporting people.” This was echoed by other staff we spoke with.

Staff described a team that was supportive of each other. Staff had access to resources that supported their well-being including confidential counselling services if they needed it and regular one to one with their line manager. This enabled them to discuss their wellbeing and where needed make adjustments to their roles or working environment. In addition, regular team meetings were taking place to ensure the team were supported and listened to.

Staff were supported to progress their career pathways with opportunities to progress to assistant team leaders, nurse practitioners or complete nurse associate roles within the organisation. A member of staff spoke positively about how they had completed their level 3 diploma in care. They told us, “It has helped me improve my knowledge and confidence in supporting people safely and effectively.”

Staff confirmed there was an on-call system they could contact for support when the manager or the team leader was not available.