Raby 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. We observed people being treated with dignity and respect by staff who knew them well and people told us they were happy living at Raby Hall. One person commented, “I feel more relaxed being here than at home with my parents.” Family members spoke positively of the staff and the care people received. Comments included, “The staff are very caring and have got really good relationships with [Name],” “Most of the staff I speak to are courteous and nice. They knock on [Name’s] door before they go in and give them privacy” and “The staff treat [Name] with dignity and respect and give them their privacy.”

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. People’s care plans were designed around their needs and were regularly reviewed and monitored. People told us their wishes were respected. One person told us, “If I want to be alone in my room, I can ask staff to leave.” Another person told us they enjoyed the company of staff and said, “They are my best mates ever.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to make day to day choices and do as much as they could for themselves. A family member told us, “Staff support [Name] as best they can with their independence and life skills. [Name] can empty their bin and put butter on their toast.” There was a communal kitchen facility where people were supported to develop their cooking skills.

People were supported to maintain and develop important relationships and there were no restrictions on people receiving visitors. One person told us they regularly saw their family and said, “I can call them whenever I want and ask them to visit.”

People had plenty of opportunities to participate in activities both at home and in the community. Many activities were taking place. For example, baking, local walks, bowling and shopping. One person described several places they liked to visit including restaurants and shops. People had access to vehicles to get around, but some people told us they preferred to take public transport. Family members also told us people enjoyed days full of activities they enjoyed. One family member described their loves one’s daily activities which included taking regular holidays.

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 people were supported by staff who knew them well. One person experienced a short period of anxiety and staff immediately recognised the signs and successfully diverted the person to an alternative activity which quickly improved their mood. Staff also understood the negative impact changes on the environment could have for another person. They made sure other staff in the building conducted themselves in a certain way in the vicinity of the person’s personal space, so they didn’t create a negative experience.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had systems to reward and recognise staff. Staff also had access to employee benefits and assistance schemes. The deputy manager told us they were looking to introduce local recognition systems within the system, such as ‘employee of the month’.