SENSE - 18 Water Gate

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.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A relative spoke positively about the service and told us, “I’ve seen for many years how they care for [loved one]. I’ve always been chatting with staff, if I had any concerns, I’d let the manager know. We all have a good relationship.” A relative told us, “Staff are well trained. If [loved one] is upset, staff speak with [loved one] with gentle tones and give them a hug.” Our observations confirmed people were supported by knowledgeable and caring staff. A relative told us, “Oh yes, 100% treated well and I wouldn’t have [loved one] anywhere else.”

We observed mealtimes and people’s preferences of where they sat, what they ate and how much they ate were respected. Staff followed guidance to support people with eating and drinking. A relative told us, “It’s a very positive service. Both of us [relatives] are very happy with the service and hope [loved one] stays there long-term. I’ve always had good vibes with SENSE. They never put on a show, or of us being in the way. They always do a coffee and a chat, and I get a nice feeling.”

People were supported to maintain and develop their relationships with those close to them, their social networks and community. People had access to their family, friends and community to promote and support their independence, health and wellbeing. This was further evidenced when we were told one person was visiting their family and had been away for nearly 2 weeks. A relative also told us, “Staff will bring their [loved one] to visit them in their care home.”

People’s right to privacy and a personal life was respected. There was a range of appropriate equipment to support and maximise people’s independence and outcomes with care and treatment. A relative told us, “They treat [loved one] really well and there is quite consistent staffing who’ve been there a long while. There’s not been any problems I can remember. And they [staff] must like it there to stay so long."

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.