SENSE - 58 Featherstone Road

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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this inspection 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.

Staff at the service treated people with kindness, empathy, compassion and respected their privacy and dignity. We saw multiple instances where people and staff engaged in a friendly, kind and compassionate way. People’s personal dignity was promoted by staff any interventions were completed in privacy. People had access to their own rooms, communal living areas and garden areas where they could spend time with friends, families or those they lived with.

Staff 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. For example, a relative told us about their family member’s personal preferences and interests. They went on to say staff respected and promoted this which helped their relative relax and provided them with a focal point of interest. Staff knew people well and could tell us about each individuals personal life experiences, those who mattered to them, their abilities and goals.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing. People were supported to be independent and had choice. Their individual care and support plans outlined what they could do themselves, what they needed assistance with and how they could build on their existing skills with encouragement. A relative told us their family member chose what they eat, wear and what activities they wanted to do. They felt staff encouraged them to make decisions where they could.

Staff 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 were involved in the development of their individual care and support plans. Their personal needs and preferences were recorded, known and promoted by staff. People were empowered to have their say about things that were important to them, listened too and then these were acted on. People received emotional support at times of upset. We saw 1 person started to show signs they were not happy about something. Staff responded immediately and reassured this person and then engaged them to resolve what was concerning them. This person responded positively to this approach from staff.

The service cared about and promoted the wellbeing of their staff, which supported and enabled staff to deliver person-centred care. The provider had policies and procedures in place to support staff wellbeing. A staff member told us there had been a lot of changes over the last 12 months. They felt this was beneficial to those living at Sense - 58 Featherstone Road as staff now felt greater support and direction by the management team.