Stuart House

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. Staff treated colleagues from other organisations with kindness and respect.

Relatives described the caring and compassionate nature of staff and told us staff knew people very well. Comments included “They (staff) are such lovely people; really caring and kind” and “They (staff) are very sympathetic and really very caring. The senior staff are extremely good.” Positive and genuine interactions took place between staff and people. Staff used eye contact, gentle touch and smiles to encourage people. Staff had the time to talk and engage with people, with a relative confirming, “They (staff) all take the time to talk to [name of person].”

Staff recognised that one person, due to their fragility, was not always able to speak with their relatives when relatives made telephone calls to them. Relatives explained they were grateful when senior staff recognised people were alert enough to speak to relatives and telephoned them instead.

A professional told us, “Staff are really friendly here.”

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 knew and understood people well. A staff member told us, “I know what they (people) want, I know what they like and their preferences.”

For example, for one person who did not like birthday parties, staff had arranged for the community to send in birthday cards. These were read out to the person by staff throughout their birthday, which they had thoroughly enjoyed. The service provided group activities to celebrate religious festivals during the year and at other key dates.

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 have choice and control over their care and make day to day decisions about all aspects of their lives. For example, people chose when to get up, what to wear, when to eat, and when and what activities they undertook. Staff were respectful of these wishes. Activity provision was flexible and tailored mainly around individuals and their particular wishes on the day.

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

Staff told us they were recognised for their contributions, with senior staff and the registered manager regularly thanking them for their work. The provider had a range of employee benefits to support the wellbeing of staff, with a number of staff describing how they had received a reward as employee of the month.

One staff member described how they had been supported to move roles, which had benefitted their wellbeing. They told us, “They really supported me to change (my role). They really helped me.” The service had supported some staff to become mental health champions to support the wellbeing of their colleagues and staff were able to access a counselling service.

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

Staff told us they were recognised for their contributions, with senior staff and the registered manager regularly thanking them for their work. The provider had a range of employee benefits to support the wellbeing of staff, with a number of staff describing how they had received a reward as employee of the month.

One staff member described how they had been supported to move roles, which had benefitted their wellbeing. They told us, “They really supported me to change (my role). They really helped me.” The service had supported some staff to become mental health champions to support the wellbeing of their colleagues and staff were able to access a counselling service.