Phoenix 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 Requires improvement: This meant people did not always feel well-supported, cared for or treated with dignity and respect. At this assessment the rating has changed to 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. We observed people knocking on doors and asking consent before entering. One relative said, “They [staff] speak kindly with everyone, and they do the best they [staff] can.” Another relative said “They [staff] definitely treat her with 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. People were provided with opportunities to take part in the community activities of their choice, including a day service and one person had an allotment that they visited regularly.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were able to tell us about people’s individual routines. Throughout our visits to the service, we saw staff included people in small tasks around the home to make sure they were fully involved in everything which was going on. Families were able to visit the service at any time. People were supported to maintain relationships and spend time with their families.

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 knew people and their care needs well. One staff member said, “The person we are caring for is our main priority; they are all individual. That person is your focus for the day, their needs and happiness are our responsibility.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager had an open-door policy so that staff could seek support at any time they needed it. One staff member said, “[Registered manager] is always there for us, the most supportive manager, [registered manager’s] door is always open.