Sahara House

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 as Good.

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 saw that people were engaging well with staff and seemed relaxed.

Relatives told us that they found staff to be very caring and kind towards their family member and felt staff were very respectful around their dignity of care. One relative said, “I have seen how staff interact with my [person], it’s always with kindness and with empathy. I am 100% happy with how the staff upheld their dignity when supporting them with personal care.”

Staff effectively demonstrated their duty and responsibility in supporting people, while upholding their privacy and respecting personal choices. This approach helped ensured that people’s preferences and confidentiality were respected, promoting trust and encouraging people to express themselves. For example, a staff member told us, “I knock first, explain what’s happening, ask consent, close doors/curtains, use respectful language and only involve staff who need to be there.” Another staff member said, “I promote people’s privacy and dignity by knocking before entering their room, speaking to them respectfully and ensuring their personal information is kept confidential.

The provider recognised each person’s individuality, ensuring that care, support, and treatment were tailored to meet their specific needs and preferences. They considered people’s strengths, capabilities, ambitions, cultural backgrounds, and unique identities, including any protected characteristics.

The registered manager told us that they supported people to ‘Celebrating Success’ stories to highlight positive outcomes for people using the service. One example was that staff identified that clothing was sometimes a trigger around a person’s anxiety and prevented them using the community, therefore staff supported the person to look at alternative clothing that were less sensitive for them. The overall result meant that this was no longer a concern when out in the community.

Staff stated that they recognised each person as an individual, taking time to understand their personal preferences, backgrounds and requirements. By acknowledging these differences, staff were able to provide care that was not only respectful but also adapted to address their needs. One staff told us, “I get to know the [people], I support by spending time with them, listening to their preferences, reading their care plans and observing their routines. For example, I supported a [person] who preferred a quiet morning routine, so I adjusted the care schedule to ensure they felt comfortable and respected.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff underwent training that equipped them with the skills to provide suitable support to people, while avoiding an over controlling approach. This training emphasised the importance of empowering people, allowing them to build self-confidence and retain their independence by maintaining their own skills. The training included skill teaching and how to develop people skills by implementing adaption and assisted technology.

People were encouraged and assisted to manage their daily routines, particularly in how they chose to spend their time and who with. Staff facilitated this by providing information, guidance, and support tailored to each person's preferences and abilities. A relative told us that they were invited to go on days out with people with the support of staff. One relative said, “I am always invited on days out when I visit my [person], this includes going out for lunch or shopping trips. The staff involve me in being part of my loved one’s life which is very important to both of us.”

People’s support plans provided details about people’s preferred daily routines and how they wished to spend their time and how they wanted to be supported to maintain their independence.

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 meeting people's needs and adjusting their approach to each person's situation. For example, one person started to become a bit anxious regarding a task that they were completing, however staff used distraction techniques, which helped relax the person. This proactive and sensitive response helped to minimise any distress to the person.

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

The registered manager told us that they implemented various initiatives to support staff, including regular wellbeing check-ins, and opportunities for professional development. By valuing and investing in their team, the provider ensured that staff felt respected, motivated, and empowered to consistently deliver care that was tailored to the needs and preferences of each person they supported.

St Staff told us that they felt supported by the organisation and the management team. One staff said, “Management is very supportive with clear standards and strong focusing on quality and safety. The manager has supported me to develop my skills and knowledge.”