The Green

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. Staff we spoke with demonstrated genuine empathy for the people they cared for, and people felt they were treated with kindness, compassion and dignity in their day-to-today care and support. Comments by some peoples loved ones included, “The staff were fantastic” and “When he is upset the staff speak to him normally. They use their experience and intuition to try to find the reason he’s upset.”

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 management confirmed adjustments to support were made to ensure people’s preferences were met. These adjustments included meeting people’s preferences around staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this. We observed staff interactions with people, staff listened and empowered people to have control over their lives.

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. One relative told us, “They use their skills to adjust their care. My brother has had some challenging health issues, but he can’t tell you when he’s poorly or in pain. I’m so happy how the staff report any issues to myself and my mum.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff expressed high levels of satisfaction with the providers commitment to their wellbeing. Staff benefited from the support systems in place, which empowered them to do their job well. Staff told us, “Team leaders are available and will talk us through things we are unsure about. We have handovers, meetings during shifts if we need them, they are always available.” Staff were valued by the management team who provided them with the resources and support to provide quality care.