United Response - 2a St Alban's Close

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 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 treated people with dignity and respect. Staff were observed putting people at the centre of decisions about their care and all interactions were positive and person centred. One visiting professional told us, “They have shown a high level of understanding of how to support people’s complex health and care needs, balanced with the importance of providing meaningful sensory activities and experiences.”

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.

Staff treated people as individuals to ensure their likes, preferences and routines were followed in a person centred way. Care plans were person specific and staff knew people well. Staff supported people to reach their goals and be an active member of their community.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff knew people well and ensured people were at the centre of decisions and choices being made. Staff knew people’s communication styles well to give people choices over their day to day decisions.

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.

Staff worked in close collaboration with involved professionals to ensure people had access to health and social care support when needed. Staff understood people’s health needs and the provider organised bespoke training to ensure staff had the skills and experience to meet people’s specific health needs. One visiting professional told us, “Staff have been meticulous in seeking the right information needed to ensure the care planning has been robust and have raised any concerns they have about the care and sharing of care planning information appropriately. They have been quick to identify any issues and taken swift action to resolve them.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt supported in their role. They felt the provider and registered manager valued their work and staff felt they made a positive difference to people’s lives. One member of staff told us, “It is brilliant working here. The manager is like my friend. They support us and will always get involved if we need help. I feel like we make a real difference here.”