4 Hermitage 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 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 told us they liked the staff. Relatives also felt staff were kind and caring. Comments included “Staff seem to be genuinely caring, they know [person] well and treat them with respect” and “Staff are very good, all of them. I’m very happy.”

We observed staff supporting people kindly. Staff spoke to people in a gentle tone and offered support. Staff ensured people’s dignity was respected. For example, 1 person attempted to remove some of their clothes in a communal space, staff supported this person to maintain their dignity in a kind and compassionate way.

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 had very detailed information within their care plans about their likes and interests, and information about how staff can support people to pursue these. People also had information about their backgrounds and religious needs. We observed staff knew people well. For example, we observed 1 staff member talking to a person about their interests.

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

People were offered choices. For example, people had 2 options to choose from for main meals on a weekly menu. Staff told us they offered people the choice of what to wear and what activities they completed. People had information in their care plans about how people made choices. For example, 1 person’s care plan stated how they would choose who supported them with personal care.

People were encouraged to be independent. For example, people were involved in preparing meals and cleaning their rooms.

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.

We observed staff responding quickly to people’s needs during the site visit. For example 1 person was walking around with shoes on the wrong feet. Staff quickly noticed this and supported the person to put the shoes on the correct feet. Another person removed some of their clothing and staff quickly intervened.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about how they were supported to maintain their wellbeing at work. Comments included, “We can have breaks throughout the day” and “Leaders regularly check in with everyone, the [health and wellbeing app] online helps with financial issues or mental health support”.