Outlook Care - Neave Crescent

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.

During our inspection, we saw staff interacting with people in a kind and caring way. Staff told us how they supported people’s dignity and privacy, for example, when supporting with personal care. A member of staff said, “We always make sure the windows and doors are closed [when providing support with personal care].” A relative told us, “They give [person] dignity. They are never dirty, their clothes are always clean.”

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 care plans were person-centred, based around their individual needs. They included information about people’s likes, dislikes and preferences. Staff had a good understanding of people’s needs, and we saw them interacting with people in a way that demonstrated that understanding. For example, singing with a person who enjoyed this and supporting people to eat meals in line with their assessed needs.

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 as much independence, choice and control over their daily lives as possible. Staff told us how they offered people choices where they had limited capacity. For example, they held out two items of clothing or two boxes of cereal for the person to pick from. A member of staff said, “We always offer them choice. They choose what they want to wear.” Another staff member said, “I give [person] the soap and the flannel and they wash what they can.” Although people required quite a lot of support with personal care, care plans set out what they were able to do for themselves, such as brushing their own teeth. We saw that one person was wearing shoes with a Velcro fastening. Staff told us this was because this enabled the person to put on and take off their shoes without support.

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 understood people’s needs and how to meet them. We observed staff reacted in a prompt manner when people required support. Staff were familiar with the contents of people’s care plans, which helped them to meet people’s needs appropriately. We saw a person becoming distressed and staff were soon able to help them become calm in a caring and sensitive way.

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 it was a good place to work and they felt well supported. A member of staff said, “I really like it here. They [staff and management] are very much about the residents.” Another member of staff said, “I love the place. It’s a good place to work.” Staff received regular training and 1:1 supervision to support them to develop in their roles. Team meetings were held which gave staff the opportunity to raise issues of importance to them.