Archived: Trafalgar Street

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 70 (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 relatives spoke positively about the staff describing them as kind, caring and compassionate. Staff knew people well and were kind and respectful in their approach, ensuring their privacy and dignity was maintained.

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, unique backgrounds and protected characteristics.

People had personalised their rooms to reflect their individuality. One person said, “Yeah, I like my room.” One relative said, “I love the home environment.”

The provider promoted people’s independence, so individuals understood their rights and had choice and control over their own care, treatment, and wellbeing. People were actively involved in planning and reviewing their support, with staff encouraging them to express their preferences and make informed decisions. Staff supported people to do as much for themselves as they could and care plans included details of how this was achieved. Where appropriate, people were supported to carry out tasks to maintain their skills and confidence.

The provider listened to and understood people’s needs, views and wishes. Staff engaged well with people and responded to their needs in the moment, acting promptly to minimise any discomfort, concern or distress. During our visit, we observed people to be relaxed in their interactions with staff. Staff led support confidently and had supportive, encouraging conversations with people, enabling them to remain involved in their care.

The provider demonstrated a commitment to promoting staff wellbeing, and changes within the management team were intended to strengthen leadership and provide greater stability. Senior managers were providing ongoing oversight and support, and new management appointments had been made to further support the staff team.

However, the service had been without a registered manager for several months, and some staff told us they had not been consistently supported by the previous management team or the provider during this period. Staff said they had not always felt listened to and did not consistently receive the advice or support they required.

Although the new manager had only been in post for a short time, staff were consistently positive about their leadership and support.