London Homework: Wandsworth

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. 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 as individuals and made sure care and support reflected people’s needs, preferences and backgrounds. Care plans contained detailed, personalised information about what people could and could not do for themselves, their routines, likes and dislikes, and how they wished to be supported. People told us staff were flexible and responsive to changes in their plans. One person said, “They’re flexible – they do what you ask them and if I have a change of plans, they accommodate that”. This showed the provider understood what mattered to people and used this to tailor care appropriately.

The provider always treated people as individuals and made sure care and support reflected people’s needs, preferences and backgrounds. Care plans contained detailed, personalised information about what people could and could not do for themselves, their routines, likes and dislikes, and how they wished to be supported. People told us staff were flexible and responsive to changes in their plans. One person said, “They’re flexible – they do what you ask them and if I have a change of plans, they accommodate that”. This showed the provider understood what mattered to people and used this to tailor care appropriately.

The provider always promoted people’s independence and ensured they had choice and control over their care. Care plans clearly described how people were involved in decisions and how staff should support choice while managing risks safely. People had personalised outcomes focused on maintaining or improving independence. People told us they felt in control of their care. One person said, “Best care firm I’ve ever had… They do exactly what I ask. I’m in control of the care for sure”. This demonstrated a consistent approach to supporting autonomy and respecting people’s decisions.

The provider always listened to and understood people’s needs and responded promptly to minimise discomfort or distress. People confirmed that staff acted quickly when they asked for support and adjusted care as needed. One person said, “They do what I ask of them”. Care records showed staff documented care delivered and escalated concerns appropriately to health professionals when people’s needs changed. This helped ensure people received timely, responsive care that reflected their wishes.

The provider always supported staff wellbeing and enabled them to deliver caring, person-centred care. Staff told us they felt supported by management and were able to raise concerns if needed. One staff member said, “They care about us. If there are any issues, I can speak to the manager, and she will sort it out”. Training, supervision and induction arrangements were in place, and staff felt equipped to provide compassionate care. This positive staff experience helped ensure people received consistent and caring support.