Walsingham Support - 19 Beech Avenue

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.

Kindness, compassion and respect were embedded within the culture and day-to-day practice of the service. The registered manager and staff team were committed to promoting people's dignity which ensured they were treated well.

During the inspection, we observed warm and positive interactions between staff and people using the service. Staff took time to engage with people in a meaningful way, responding to them patiently and respectfully. People appeared comfortable in the presence of staff and responded positively to their support.

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 were respected as unique individuals with their own life experiences, preferences, strengths and aspirations. Care records reflected a person-centred approach and included information about people's qualities, abilities and what was important to them.

Staff demonstrated a good understanding of people's needs, preferences and personal histories. They spoke knowledgeably about the people they supported and were committed to delivering care in a way that reflected each person's wishes and goals. Staff continued to develop their understanding by paying close attention to how people experienced and responded to different situations, activities and events.

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

People's involvement in and control over their care and support were evidenced in their care records. The registered manager and staff team worked proactively to understand people's experiences, views and preferences, using this knowledge to support people to exercise their rights and make choices about their lives.

Staff demonstrated a commitment to promoting independence, choice and control, ensuring people were involved in decisions about their care and support wherever possible. Additional training had been provided to further develop staff knowledge and skills in promoting people's rights and delivering person-centred support.

People's communication needs were understood by staff. Staff offered choices in ways that were accessible and meaningful to each person, promoting involvement in decision-making. People had access to appropriate equipment and assistive technology to maximise their independence, wellbeing, and ability to communicate effectively in their daily lives.

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 demonstrated a strong understanding of people's individual communication needs, including both verbal and non-verbal. Detailed communication plans and guidance enabled staff to recognise and respond promptly to people's preferences, choices, and wishes, this helped ensure people received support when required.

Staffing levels were maintained in line with people's assessed needs. The provider had identified a need for additional staffing capacity to further enhance the responsiveness of the service. The registered manager was actively working with commissioners to achieve this.

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

The providers recruitment procedures and ongoing support of staff through training, supervision and support, showed they respected staff and considered what was important to their sense of wellbeing.

The provider had made reasonable adjustments for staff to support their health and wellbeing needs. One staff member told us, "They [Provider] are really good, very supportive and they supported me [when I needed it]. The registered manager is always checking in with me to make sure I am ok."

Staff had access to a range of wellbeing services through a digital platform and there was a confidential employee assistance programme, accessible for all staff and immediate family members.