Bentinck Crescent

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.

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.

People were supported to maintain relationships. People were given a choice to take part in activities that interested them. A staff member said, “There is lots of family involvement, they come and visit, people go out with their families.”

Staff respected people’s privacy and dignity. We observed staff speaking with people whilst displaying empathy, kindness and compassion. A healthcare partner said, “I have only visited the service a few times, but I have seen evidence of positive interactions between staff and service users. Privacy and dignity are respected,” and, “I always find staff very considerate to the patients, and I do think they are treated with dignity and respect.”

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 took the time to get to know the people they were supporting and working alongside. Staff told us they knew communication preferences of people and utilised appropriate alternative communication aids, such as flashcards. Care plans included people’s preferences, aspirations and culture choices. A healthcare professional said, “The care is very person-centred, the staff are strong advocates for the patients,” and “Following an increase in care hours, we have received evidence of service users accessing more facilities in the community and fully utilising the minibus which wasn't always the case previously.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Where people could not verbalise their choices, processes were in place for staff to ensure people could make choices, when possible. Staff included family members in decision making where people could not do so themselves.

A healthcare professional said, “I have been impressed with the newsletter that is produced by the manager that shows examples of service users maximising their independence.”

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.

Daily care records showed staff reacted to people’s immediate needs appropriately. We observed staff responded immediately, in a calm and compassionate manner, to ensure people received the care and treatment, they needed, in a timely manner.

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 worked hard since joining the service to embed new processes to ensure good person-centred care and treatment was delivered. This included engaging the staff team in regular supervisions and appraisals, team meetings, and debriefs. Staff felt management were open to listening and supported and valued their contribution.

A staff member said, “We have such a good manager now, the team need a good leader, and we have one, so all the team works well together, and the improvement is amazing,” and, “Everything is fine now, it’s so much better than it was, nothing that I think needs to change or improve.”