Giles Shirley Hall

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.

People and their families spoke positively about staff. Comments included, “All the staff are very nice, there's good continuity of care,” and “The staff are all very caring and friendly.”

Throughout the assessment, we observed staff, including the registered manager, interacting with people in a kind and compassionate manner. Staff demonstrated a strong understanding of people, their individual needs, their families, and personal histories. It was evident positive relationships had formed between staff and the people they supported.

People received person-centred care, whereby their preferences and wishes were respected. This was reflected in care plans and through feedback from professionals. One professional commented, “I find the managers very helpful and knowledgeable about the residents.”

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.

Staff supported people to pursue their interests and take part in activities of their choice. The provider promoted positive risk taking, with risk assessment and protocols in place where required, to ensure people remained safe while maintaining their independence.

Staff understood people’s individual communication needs and used appropriate techniques to support effective communication. This ensured all people had access to choice and could express their wishes. For example, one person used an iPad to communicate, whilst pictures were used to support other people in making choices about activities and meal choices.

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

For example, people were supported to attend day centres if they wished, prepare and cook meals, clean their bedrooms, and access the community. Where required, the provider adjusted staffing levels to ensure people could maintain their independence and take part in activities of their choice. People were also supported to maintain relationships with family and friends, and there were no restrictions on visiting arrangements.

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 received care and support from a consistent staff team who knew them well and understood their individual needs. Staff were able to recognise when people were experiencing distress and appropriately de-escalated situations to support people’s emotional wellbeing.

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 their wellbeing was prioritised, and they felt supported and safe in their roles. One staff member told us, “I have always felt supported during difficult times both in and outside of work. Lots of mental health support is available.”