74 Old Ford End

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. 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 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 staff treat people with kindness and respect. People appeared to know staff well and were comfortable with them. People now received consistent support to take part in activities.

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. For example, people’s care plans contained details about their preferences in relation to their preferred gender of staff support. People were supported to do the things they chose to do, and this was regularly reviewed. Relatives were able to visit with no restrictions. A relative said, “No restrictions I just drop in it’s always the same, no surprises.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans now ensured people’s activities and engagement opportunities were purposeful and meaningful. Where people took part in sensory activities, care plans were in place to guide staff on how to ensure this was meaningful. Staff told us and records confirmed people were going out significantly more since our last inspection and this was having a positive impact on people. A relative said, “There is plenty to do they take her dancing and shopping.” Another relative told us, “They do music, arts and crafts and [Person] likes to watch TV in their room. [Person] is out most days, shopping, hydro, church on Sundays.”

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. Records showed staff checked on people regularly to ensure they were not experiencing pain or discomfort and where this was identified, medicines or additional support was promptly arranged.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they were well supported. One staff member said, “[Registered Manager] is fantastic, they are so supportive with us. Definitely could go to them with any concerns, and the seniors, they are fantastic.”