Inshore Support LTD - Supported Living

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 requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Relatives told us they thought staff supported people with kindness, compassion and dignity. A relative said, “[Person] is treated like a king. The staff are great with [person] it’s like a family and staff are kind and caring.” Discussions with staff demonstrated their passion for their role. A staff member told us, “I love my job and ensuring people we support receive the best care and have positive opportunities in their life.” We saw staff spoke respectfully to people and respected people’s personal space.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People’s individual needs and preferences were considered and included in their plans of care. This included peoples protected characteristics for example social, and religious needs. Relatives felt staff understood and respected their relative’s individuality. A relative told us, “Staff know [person] very well and what is important to them. They (staff) help [person] celebrate special occasions and to express themselves in the way they want.” Relatives confirmed they were involved in reviews to discuss their loved ones needs, and future plans.

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

Relatives confirmed staff supported people to be independent and to have choices where possible. A relative said, “[Person] does what they want to do, [person] chooses how they want to spend their day and what time they get up and go to bed. Staff support and encourage [person] to do as much for themselves as possible, even little things.”

Information was recorded in people’s records about their preferences and routines. Some people had routines which were important to them and helped to reduce any anxiety. Staff we spoke with knew the importance of this. A staff member told us, “[Person] has a specific routine which must be followed each day. This is important to them and lets them have control of their day.”

The provider listened to and understood people’s needs, views and wishes.

Most people were always supported by staff. This meant staff were available to provide support during the day and through night in accordance with people’s needs. We saw staff were caring and responsive to people’s needs and provided reassurance to reduce distress. A relative told us, “The staff are very responsive and caring in the way they look after [person].” Discussions with staff demonstrated they recognised the different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. Staff escalated concerns if they believed this may indicate a deterioration in the health and wellbeing of people.

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 shared the importance of their workforce and how they considered their wellbeing. Staff told us how they felt supported by the registered manager and provider and how they felt valued for the work they did. One staff member told us, “The manager is great, always happy to help and listens and thanks us for our work.” The registered manager recognised the value of a diverse workforce and the importance of teamwork. Some staff worked alone with people and systems were in place to complete welfare checks on staff to ensure they were okay. Where needed debriefing sessions were held to support staff following incidents where restrictive practices were used. If staff needed a break, cover was provided to enable this.