Royal Mencap Society - Central Hampshire

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.

A person we spoke with told us they liked their staff. A relative told us staff communicated well with them. Staff had a good knowledge of people’s individual preferences and preferred routines and how to support their welfare. Care and support plans detailed information around people’s family and important information related to their care. New staff were supported through shadowing, supervision and spot checks to ensure staff understood people’s needs and how they should be treated. This helped ensure staff understood what was important to people. Staff we spoke with were respectful and patient with people.

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.

The provider considered people’s individual preferences and preferred routines around care and support which were detailed in people’s care and support plans. Staff treated people as individuals with information in their care plans supporting them to do so. These included information about people’s history, cultural, religious and spiritual needs to make them more personal. Staff asked people what they wanted done and how. Staff were consistent and knew people and their needs well which helped support them as an individual.

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 people were given choice and control over their care. Relatives told us staff supported people how they wished.

Staff demonstrated an understanding of balancing people’s wishes around remaining independent with reducing risk. Staff told us how they would maintain people’s independence especially with personal care. They were encouraged to do as much as possible themselves. This meant staff did not encroach on people’s independence or de-skill them, whilst still helping them to keep safe. Staff also supported people to attend activities such as day service, music group, art or shopping.

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.

People’s care and support plans documented where they had specific medical conditions and how these presented in everyday life. Staff had a good knowledge of recognising when people’s needs were changing and the appropriate action in response. This helped to ensure people’s care was adjusted as required. The provider had out of hours support for staff to ensure people were safe.

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 were happy and felt well supported by their manager. They felt respected and fairly treated at work. One staff member said when asked if they were fairly treated, “By my manager yes, and assistant manager yes 100%.” Staff received regular supervision and attended team meetings. The registered manager told us they had mental health first aiders in place whom staff can access. Online counselling and paid sick leave were also available for staff. The registered manager said they looked out for staff who maybe struggling to make it easier for staff to talk to them.