VanBeekDodge Complex Care

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.

This is the first assessment for this service. This key question has been rated 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.

We received positive feedback from people, relatives and healthcare professionals about the kind care provided. Our observations during our home visits supported this. One person told us that staff were always kind to them. A relative we spoke with said, “They [service management and staff] really do put me at ease.”

We observed staff and people interact with each other. People were comfortable and staff treated them with dignity and respect. Staff were gentle and polite and spoke to people respectfully. Care plans highlighted how to address people and support them in a manner that promoted their dignity.

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’s care plans included details about their backgrounds, histories, likes, dislikes, and preferences, as well as their social, cultural, sexual, and religious needs. Staff provided support in ways that respected and met these needs.Staff we spoke with understood the people they supported well. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided. Feedback we received from relatives and healthcare professionals clearly outlined how care was personalised and tailored to people’s individual needs.

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 supported to be in control of and make choices about all aspects of their care. Staff offered choices to people, such as what they wanted to eat or how they wanted to spend their time.Both individuals and their representatives were actively involved in planning care, and staff respected their decisions and choices about day-to-day routines.A healthcare professional said, “It is clear they are passionate about supporting people, despite it being an extremely challenging task at time. They continually hold the individuals in mind and talk about them compassionately and with dignity.” Staff told us how they would adapt the support people received should they change their mind on what they would like to do.

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 understood how people’s medical conditions and disabilities affected their emotions, behaviours, and daily activities.Care plans outlined individuals’ emotional needs, behavioural triggers, and signs of anxiety or distress, along with strategies to reduce discomfort.Care plans were subject to regular reviews and adapted where changes may be needed to improve outcomes for people. We observed staff providing calm reassurance and support to people

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

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The service had a stable staff team. Staff told us they felt supported, fairly treated and valued in their roles. All confirmed they received regular supervision. We received positive feedback from staff about their employment satisfaction and service leadership. One staff member told us, “I’m really happy with my job and the team that I work alongside. I honestly have nothing bad to say about the service.” Another said, “I really believe in this company and everything they stand for.”

The provider had systems in place to promote staff safety and wellbeing. For example, out of hours and overnight support processes ensured staff always had access to a senior staff member for advice or assistance.