24 Hythe 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. This is the first assessment for this newly registered service. 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 and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

One person told us staff were kind. They said, “Yes, they are always kind.” Staff spoke about people with kindness and compassion. They knew people well and understood their needs. When staff were speaking about people they frequently spoke about respecting people’s wishes. People were mainly independent and staff explained the importance of maintaining people’s privacy. They told us, “If people don’t want to share information with us then we will respect that.” Staff told us how a health condition had impacted on a person’s dignity. They explained how the provider had supported them to make changes to their living environment to help maintain their dignity.

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 people well. They were able to tell us about what was important to people, their individual support needs and choices. They saw people as unique with skills, strengths and personal goals. Care plans contained information that was specific to the person.

People were involved in planning their own support and knew that staff were available whenever they needed guidance or care and support.

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

People using the service were able to live independent lives. Staff helped them to identify the support they needed and how they would like this provided. One person told us, “Staff help me with what I want to do.” They told us they were always able to make their own decisions and choices.

Staff told us they supported people to maintain and improve their independence. They told us if people changed their mind or declined support this would be respected. They told us they would prompt and encourage; however, people’s decisions were respected.

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 responded to people’s immediate needs and acted to minimise any distress. Staff were aware of people’s individual needs, and adapted their approach, taking account of people’s choices and preferences. Staff told us how one person may display signs of distress. They told us what actions they would take to resolve this and improve the person’s health and well-being. Staff were also aware when people may need increased support, for example, from the GP or emergency services.

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

The provider cared about and promoted the wellbeing of their staff. Staff members told us they felt valued, respected and supported within their roles. One staff member said, “The manager is very supportive, even to me personally.” Staff told us their well-being was considered and for example, there was flexibility within their working rota to help support a work-life balance. Team meetings were held to discuss issues relevant to the service, people or staff experiences. A staff survey had also just been issued at the time of assessment, to encourage feedback.