South Highnam

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 as 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 staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated people with respect. Staff displayed affection and were kind and considerate when supporting people. Relatives were complimentary about the care and support provided. A relative commented, “Definitely give them 10/10 for his care. There is a lovely friendly atmosphere.”

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 recognised what was important for each person and supported them to achieve positive outcomes. A person proudly told us about volunteering at weekends in a local shop.

Staff were trained in equality and diversity, and the provider had an equality and diversity policy in place to protect people and staff against discrimination. Staff supported people to maintain their cultural backgrounds. A relative told us, “Staff are aware of his needs and cultural preferences.”

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 promoted to be as independent as they were able and wished to be. Staff were patient with people and allowed them to take the lead. Staff supported people to develop life skills and take part in daily tasks within the home.

Activities were designed around people’s interests. Staff continually looked for new activities for people and new interesting places to visit. People were supported to access the local community, visit local shops and pubs. Staff supported people to maintain relationships that were important to them. The provider organised events, which gathered people from all its local services.

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 were alert to people’s needs and took time to observe, communicate and engage with people to identify their immediate needs. Staff recognised different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues.

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

The service demonstrated a caring culture for both people and staff. Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. Staff told us they felt well supported by the registered manager. A staff member told us, “I've recently spoken to my manager about my wellbeing, and I do feel supported. My rota gives me a great work / home life balance.”