SummerView

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. We observed staff interacting with people in a calm and relaxed way. People responded positively to staff and were happy to be in their company and supported by them. Staff had caring attitudes and their relationships with people were positive. Staff took time to listen to people and understand what their needs were and how they wanted to be supported. We observed people’s privacy was respected and upheld at all times. A relative told us, “The staff understand [person name] needs and know them well.”

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 understood people’s individual needs and preferences and reflected this in their care and support. Staff were able to demonstrate how well they knew people and what they liked to do as individuals to enhance their wellbeing and independence. Staff supported people to follow their own interests and hobbies both at the service and in the community. People’s rooms were individualised to reflect their choices and personalities. Staff respected people’s choices and abilities to make decisions for themselves with how they enjoyed spending their time.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to understand their rights using their preferred communication method. Staff understood that people’s ability to process information can change over time and ensured they regularly checked people’s level of understanding and consent. Care planned was person centred and regular reviewed with them.

People could choose the amount of structure, routine and independence they needed to live a fulfilled life. For example, when they chose to spend time in their rooms or go to bed and get up and what times they preferred their meals. A relative said, “Staff know his likes and dislikes.” People were encouraged to maintain social relationships with their friends and families. People were supported to visit their friends and family in the community as well as at the service.
 

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 showed genuine compassion and meaningful concern for people throughout the inspection. Their responses were timely, sensitive and personalised. Staff recognised different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They escalated concerns in a timely manner if they believed this may indicate a deterioration in the health and wellbeing of people.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Feedback from staff was positive regarding the support they received from the registered manager and provider. Staff felt valued and treated in a way which supported their own wellbeing. One member of staff said, “This is the best company I have ever worked for; they are very supportive.” Staff told us they felt they had enough staff on each shift to support people and that their workload was manageable.