The Horizon (New) Ltd

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 themwith compassion, kindness, dignity and respect. This is the first assessment for this newlyregistered service. This key question has been rated good. This meant people were supportedand treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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. A relative told us, “Even in difficult circumstances, they are patient and kind, I couldn’t ask them to do anymore for [Person].

Professionals and people’s representatives told us the care provided was good and compassionate. An occupational therapist said, “I feel that the core care staff have built a good relationship with this service user and provide safe care.”

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds.

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. One staff member said, “[Person] likes to have a lay-in and does not like to be rushed in the mornings. We have to work at their pace to enable them to complete her routine.” An occupational therapist said, “The provider worked collaboratively to put together support that has improved [Persons] outcomes.” For example, they came up with ideas of protecting a person from getting pressure sores.

People were treated as individuals. People had care plans which were person-centred, based around the needs of the person. Staff had a good understanding of people’s needs and how to meet them.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us about the ways they encouraged people's choice, 1 member of staff said, “[Person] chooses what they want to wear, we show them different outfits then they choose. For breakfast we bring them 3 choices of cereals they like, and they will say what they want to eat.”

The provider enabled people to remain in control of the care they received. For example, on 1 occasion, when a familiar carer was on annual leave, the individual expressed discomfort with a replacement staff member. In response, the registered manager promptly arranged for a regular and familiar staff member to provide continuity of care, ensuring the individual’s emotional well-being and comfort were prioritised.

The provider actively promoted people’s independence, ensuring they are aware of their rights and have choice and control over their care and daily lives. The deputy manager explained that staff encourage the individual to do as much as possible for themselves. For example, the service is working collaboratively with an occupational therapist to replace the person’s wheelchair. This will enable them to resume independent activities such as shopping and accessing the community, supporting both autonomy and social inclusion.

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 recorded people’s health and medical needs in their care plans, along with contact numbers for GPs and next of kin. Staff had undertaken training in first aid. A relative told us staff understood how to meet people’s needs.

People were involved in designing their care and were supported by regular staff who knew them well. This supported them to be able to respond to people’s needs in a timely and consistent manner. One staff member told us, “We are a team of 5 , [Person] will get agitated if there are too many changes in staff. We also get to know her preferences, routine and subtle changes in their behaviour”.

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

Staff were regularly given opportunities to provide feedback and discuss matters important to them through structured supervision sessions and team meetings. One staff member shared, “I receive supervision regularly and can raise any issues of concern. In fact, I don’t have to wait for supervision. I can just pick up the phone and call them. Both the deputy manager and the registered manager are very approachable.” Staff told us they enjoyed working for the service. A staff member told us, “The manager is very considerate, when I needed to adjust my rota to suit changes in my life, she supported me.”