Vecta House

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.

Staff treated people with kindness, compassion and respect. People, relatives and visitors consistently spoke positively about the caring nature of staff and told us they felt well supported. A person told us, "They treat you like you're totally normal," whilst another described staff as "very helpful". Observations completed during the assessment demonstrated staff offering reassurance, responding calmly to distress and protecting people's dignity and privacy whilst providing support.

People, relatives and inspectors did not identify concerns about how people's dignity was promoted and respected. Observations completed during the assessment showed staff supporting people discreetly and respectfully and taking steps to protect people's privacy and dignity when providing care and support.

Staff 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. Care records contained information about people's backgrounds, preferences and individual needs, which was used to guide care and support. Staff adapted support to reflect people's preferences and abilities, including providing finger foods, supporting people who preferred to walk, using sensory approaches and adapting activities according to people's interests. During observations, staff used personalised approaches to engage people, including supporting 1 person with an interactive sensory pet and another with nail care. One person told us, "They've [staff] got to know what I like."

Staff 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 maintain their independence, make choices and have control over their day-to-day lives. Staff offered people choices about meals, drinks, activities and where they wished to spend their time. Staff supported people to make informed choices in ways that met their individual needs. For example, during meal-time observations, people were shown plated meal options and staff took time to explain choices to support people living with dementia to make meaningful decisions about what they wanted to eat. Observations showed staff respected people's decisions, including when they declined support or chose not to participate in activities. Staff understood people's right to make decisions about their lives and one person told us, "They let us do what we want, but they keep an eye on us." Care and support were adapted to reflect people's abilities and encourage independence wherever possible.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff responded appropriately when people required additional support or reassurance. Observations showed staff recognised when people became distressed and sought additional support when required. During the assessment, staff identified that 1 person was not their usual self, completed observations and promptly sought emergency medical assistance after identifying concerns regarding the person's health. People and relatives told us staff responded when support was needed and kept them informed about significant changes in health and wellbeing.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were supported and enabled to carry out their roles effectively. Staff spoke positively about working at the service and described colleagues and managers as approachable and supportive. Staff told us they felt able to raise concerns, access training and receive support with their development and wellbeing. Comments included, "I love my job" and "It's a nice place to work." Staff also described positive support around flexible working, family responsibilities and cultural inclusion. The provider had systems in place to support staff wellbeing and development.