Newgate Lane

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 the same. This meant people were supported and treated with dignity and respect.
 

This service scored 65 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

People told us that they liked the staff and that they were nice, kind and helpful. We observed some positive interactions between staff and people living at the service. However, we also observed some staff spoke about people, in front of them, which was not respectful or dignified. We saw evidence this concern had been raised in team meeting in March 2025 from the manager to staff.

There was a dignity at work policy and staff had completed positive employee relationship training.

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.

Staff understood and adapted their approach to meet the communication of a person with sensory impairment so that they were able participate and communicate their needs. A person was supported to attend church on a weekly basis and a bereavement group following the death of a close family member.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

We identified some restrictions on people’s independence and freedoms which had not been appropriately assessed, including their ability to leave the home independently. People had not always been empowered to be involved in the administering of their medicines where able. For example, identifying a specific-coloured packet or tablet or pouring then stirring the contents of a powder from a sachet.

Although we were told about people’s goals, there was a lack of written evidence within their plan of how these decisions were made and how the goal was going to be achieved. Where a person’s aspiration outcome plan had been completed, there was limited evidence of any progress or outcome from this.For example, one person wanted to do a specific experience for their birthday, and this had still not occurred over a year later.”

Most staff understood the importance of involving people in decisions about their day-to-day care and support.

We saw people were consulted by staff about their choices in relation to how they wanted to spend their time, the activities they wished to participate in and what they wanted to eat and drink. A person living at the servicehad been involved in choosing how they wanted their bedroom to be decorated.

The registered manager had oversight of the daily recordings to ensure people were accessing the community and addressed any shortfalls.

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 what signs to look for and how to respond to people when they showed signs of distress and this was observed whilst on-site. Staff completed positive behavioural support training.

There was staffing available throughout the day and night and staff had access to a 24-hour on-call system should they need additional support.

The provider cared about and promoted the wellbeing of their staff. Staff told us they felt valued and treated in a way which supports their own wellbeing.

A staff member told us, “The manager does care for us, not just as staff but as people as well. They would always act to keep us safe.”

The registered manager and deputy manager worked regularly with the staff team offering support and guidance.

The provider had a regional employee of the month scheme and local ‘high 5’ scheme recognising staff’s achievements.