63 Coronation 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 70 (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 their relatives told us staff treated people with kindness and compassion and maintained their dignity when providing care and support. A relative said, “Yes, definitely. If I call, they always knock when they go to [person’s] room.” Staff told us how they maintained people’s dignity and tried to accommodate individual preferences for support from specific staff members. A staff member said, “We respect dignity, we are very sensitive to the residents to be happy and be safe.” During our site visits to the service, we observed supportive relationships between people and staff. People were treated with dignity and respect. Professionals confirmed there was a culture of kindness towards both people supported by the service and professionals from other organisations. A professional said, “Yes, they always seem to know the residents and help to meet their needs with a caring approach.”

Whilst the provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Some sections of people’s support plans relating to their individual needs and preferences had not been completed. During the assessment, we identified sections of some people’s support plans relating to cultural needs, religious beliefs and sexuality had not been completed. We raised this with the provider, who told us they would take action to support staff to better identify and document these needs. Despite this shortfall, people’s care records contained information about their personal history, other preferences, and communication needs. Staff knew people well, and shared examples of how they had built connections and trust with the people they supported. A staff member said, “I know them pretty well now. I’ve been able to connect with [person], they find it quite hard to trust people.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff promoted people’s independence, ensuring they had choice and control over their care, treatment and wellbeing. We observed a supportive environment where people were encouraged to maintain their independence. People were involved in preparing meals, gardening, cleaning their rooms and received support to access the local community. A relative said, “I think so, they encourage [person] to wash their clothes.” The provider told us a volunteer had been recruited to support a person to engage in a specific activity of their choosing, and people were supported to attend activities within the community, for example at a local city farm. People were supported to maintain relationships, with regular contact with family members. A person said, “I see my family, go out for a walk. Sometimes [staff] come with me.”

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 were aware of people’s changing needs and recognised when individuals required additional support. We observed staff responded promptly and appropriately when people showed signs of concern or distress. The provider explained how they had recently responded to a person’s changing needs by requesting a local authority assessment and supporting the person to move to a more suitable setting.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider told us they had an employee assistance programme and wellness plans to support staff. Some processes intended to support staff were not completed consistently, for example staff supervisions and appraisals. However, despite these shortfalls, staff told us they felt supported, listened to, and able to make suggestions. A staff member said, “I feel supported, with the people I work with, I can approach anyone like [manager].”