Wise Support

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. This is the first assessment for this service since their registration in June 2022. This key question has been rated 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.

People were treated well and with kindness. One person told us, “They (staff) are very nice and kind. I can talk to them any time about how I’m feeling.” A relative said, “They are supporting [family member] very well. They are very caring and attentive to [family member’s] needs.” Staff understood how people’s right to privacy and to be treated with dignity should be respected and told us how they did this when providing people with their day-to-day care and support. The registered manager undertook regular spot checks to seek assurances that people were treated well and with kindness by staff.

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.

People’s choices and preferences were used to tailor their care and support to meet their individual needs. Staff understood how to treat people as individuals and provide care and support in line with their needs and preferences. A staff member told us, “I have a good relationship with [person using the service] and we talk all the time about what they would like to do and their hobbies and interests.” One person said, “It’s good and fun here. We go out and I meet up with my friends. Sometimes they come here. I am going to see one of my friends later…these are things that I love to do.” The registered manager undertook regular monitoring and reviews of people’s care and support to make sure care plans reflected people’s current needs and preferences.

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

People had choice and control over how their care and support was provided. Their choices and decisions were reflected in the care and support planned for them. Staff made sure people were involved in making decisions about their daily routines and activities and their choices were listened to and respected. A staff member told us, “We discuss the support provided every day and we also talk to [person using the service] and involve them in this and they will speak to us and tells us what they want.” People were supported to do as much as they could and wanted to do for themselves. People’s care and support was planned to help them grow in confidence and independence with the tasks of daily living. A relative said, “They encourage [family member] to do more for themselves.” The registered manager regularly reviewed people’s records to make sure these remained up to date and current about people’s choices for their care and support needs.

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 knew people well and understood the signs, triggers and other factors that might cause people to become anxious or distressed in the moment. They knew how to minimise the risk of any discomfort or distress to people in the way that was most safe and appropriate for them. A staff member told us, “When [person using the service] isn’t happy we play board games because [person] loves these and that makes them happy.”

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

Staff were well supported in their roles. A staff member told us, “The support from the manager is good and I can speak with him about anything.” The registered manager used supervision meetings with staff, to help them identify and deliver any additional support staff needed to help them undertake their roles effectively.