Support for Living Limited - 25/27 Haymill Close

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s privacy was not always respected because information about them and their needs was on display in communal rooms and left in unsecured records. We discussed this with the management team who acknowledged this practice needed to change. They agreed to remove the confidential information from communal areas and make sure this was stored appropriately.

Staff treated people with kindness, compassion and respect. Relatives confirmed this. Their comments included, “Staff are always kind and look after [person] well”, “[Person] has a good relationship with staff and is happy with them” and “Staff are light-hearted and smile and laugh. They always treat people well.” We saw staff treating people with respect and kindness. They approached people in a gentle way and used positive touch to reinforce messages. They approached people in a calm and friendly way.

Staff treated people as individuals. People’s religious, cultural and individual needs were recorded in care plans. Relatives explained staff supported them with these needs and helped them to celebrate the things that were important to them.

Staff told us they understood how people communicated and got to know them well. Relatives confirmed this and told us they thought staff did a good job at providing individual care and support. Their comments included, “They know people. They spend a lot of time with them and understand them”, “Staff know [person’s] character. [They] are not just a number” and “I know I can trust staff to look after [person] when I am away.”

Staff supported people to make choices when this was possible. They presented information in a way each person could understand. Staff were patient, calm and allowed people to take their time to make decisions. Staff understood people’s preferences and made sure they followed these when people were not able to make choices. Staff explained they observed people’s reactions to new experiences to help understand whether people enjoyed these or not.

Staff supported people with a range of social and leisure activities in their home and in the local community. A relative commented, “I am happy they provide a range of activities there.”

Staff told us they encouraged people to do things for themselves when they were able. For example, when getting washed, dressed and taking part in social activities. A staff member explained, “We encourage independence when possible. We take people walking, for light exercise, organised trips and play games and puzzles.”

Staff responded to people’s immediate needs. During our visit, we observed staff responding appropriately when a piece of medical equipment gave a warning alert. Staff kept records of all accidents, incidents and changes in people’s health needs. These records showed staff had responded appropriately, seeking additional help when needed and monitoring people’s wellbeing.

The provider supported staff wellbeing and enablement. Staff told us they felt supported and happy working at the service. The provider had a programme designed to support staff with career progression and developing new skills. Staff were given opportunities to try new roles. The provider encouraged staff to apply for more senior positions.

The provider placed a strong emphasis on staff wellbeing. The provider set up a wellbeing steering group and local wellbeing champions who supported staff to feel mentally well in the workplace.