Tikvah Woodpeckers

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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. We observed people to be happy, content and comfortable with staff. Staff were extremely kind and caring. They had detailed knowledge of the people they supported, they talked to them with respect and maintained their dignity at all times. People knew each of the members of staff and were able to engage and communicate with them openly. Staff demonstrated genuine compassion, patience and commitment, which enabled people to feel comfortable at the service. It was notable through discussions and observations as to the genuine care all staff had for people. For example, we observed a person was being supported to attend an appointment. Staff took immense care and thought in supporting the person gently and calmly to manage any anxiety and distress by informing them of the day’s events as the day progressed. In addition, we observed the registered manager had confidence in the ability of their staff to support the person.
The staff team, regardless of their role, spoke passionately and with kindness of the people they supported. We observed many examples of kindness and care throughout the day. Staff understood and supported people in ways that enhanced their quality of life. Staffing numbers enabled staff to spend time with people, whether it was to provide reassurance to someone if they were distressed or engage in conversation. Care plans and records reflected a person-centred and caring approach tailored towards people’s care, emphasising the importance of kindness, compassion and dignity. They provided information about people’s lives. Relatives gave us overwhelming positive feedback about staff’s caring approach and praised the service. They told us staff were always very polite, caring and welcoming. For example, we were told, “If I ever have concerns, I can talk to the [registered manager], about anything. [Registered manager] cares so much for them without any trumpeting. [Registered manager] does their absolute best” and “The care has been exemplary, I don’t think [person] would get better care anywhere, we couldn’t ask for more, they have gone above and beyond.” Relatives told us how staff had supported a person overnight during a hospital stay and the confidence they had in the staff team in managing a hospital appointment. Relatives told us, “Staff are very available and are very eager to be of assistance. They are also very pleasant at all times and do their job with love.” The registered manager told us people were “Front and centre” when responding to people’s needs.

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.
Records showed information was gathered to best understand the individuality and uniqueness of each person, including their family background, work history, social interests and personal stories. For example, these records included clear and detailed information on what good days, and bad days looked like for people which enabled staff to support people as individuals and manage any anxiety or distress.
People were supported with a variety of activities such as visiting the on-site café, the synagogue, arts and crafts and music appreciation. Staff ensured people were supported to integrate within the wider community. For example, they told us people visited cafes, had days out, visited the local town, went on train rides and to the supermarket. Relatives told us, “[Person] has absolutely flourished under the dedication and care of [registered manager] and [their] colleagues. Staff are caring and highly trained, skilled and knowledgeable in dealing with learning disabled people and their complex care needs. [Person’s] carers have been consistent for many years.” A visiting professional told us how staff supported and engaged actively with people to facilitate access and enjoyment of the activity they provided at the home. A member of staff told us people were supported to go out twice a day and during the summer, they made regular trips to the coast at Hayling Island.
 

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 maintain their independence and make choices about their care and daily lives. Records showed people’s levels of independence were clearly documented and provided guidance for staff on how to encourage and motivate people to maintain their independence. For example, brushing their teeth, personal care and eating independently. We observed people moving freely and happily in their home and in their garden. Relatives told us, “They do encourage [person] to do things for themselves” and “[Person] has a myriad of choices in terms of what [person] does every day. [Person] enjoys {sports} and now has a weekly slot for [person] to do.” Relatives confirmed people were involved in activities and went on holidays. A relative told us how the service had given their relative a life and freedom which they would not have anywhere else and since moving to the home the person’s life and opportunities had improved dramatically. We were told, “[Person] has freedom to leave [their] home at any time into a safe environment.”

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. People’s immediate needs were responded to promptly and appropriately. We observed staff were immediately attentive and responsive, providing support without unnecessary delay when people required assistance. For example, the whole staff team took time to communicate with people, answer their questions, clarify their understanding to alleviate any anxiety or distress. Relatives told us they were involved in reviews of people’s care plans, they were able to contribute and were kept involved. Relatives confirmed staff knew how to meet people's needs in a way they required. We were told, “They have turned [person] life around. [Person] is now living the dream. The staff are amazing”, “Yes, definitely” and “Staff are very good, [person] is in very good hands, and they genuinely care and don’t feel like it is just a job.” A member of staff told us they recognised people’s body language and the way people communicated their wants and wishes. Relatives confirmed staff knew people’s communication needs and used resources such as communication boards which supported responding to people’s immediate needs. Comments included, “It is amazing, they understand [person], they do understand everything [person] needs. All the staff are lovely with [person]” and “Staff take time to understand [person].”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. We observed a kind and respectful culture among staff, with team members supporting one another and working collaboratively. This contributed to a calm and caring environment for people using the service. Records showed staff received regular supervision and training. Staff told us they were treated well, received rotas in advance which allowed breaks and periods of rest, they “Appreciated the culture and ethos of care” and “The service is a very settled and content service.” A member of staff told us they felt fully supported in their role by the manager and staff.