Pendleton Care Limited

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 were seen to interact with people in conversations in which people appeared very comfortable with, within their home.

People’s comments included “What I like best about being here is the staff, I love the staff. I would speak to any of the staff if I was not happy, and I know they would help me”; and “I like the staff and like doing different activities. There are always lots of staff around here and they talk to us, take us out, help me with my medication and keep me safe.” Another person told us they “Get spoiled by the staff.”

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 had access to policies, procedures and training in equality and diversity. People were supported by a staff team who knew their likes, abilities, life experiences and wishes for the future. People met weekly with staff to discuss their plans and choices for the next week.

People were supported to maintain independence access to their property and bedroom by having their own keys and making choices as to how and where they spent their time.

People told us that staff supported them to make arrangements for transport and making appointments which enabled them to do the things they wanted.

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

People met with staff on a weekly basis to discuss their plans for the week ahead and what support they would need from the staff team. We observed people making their own choices of what they wished to eat, cooking, doing activities and discussing what they would do to mark Nutrition and Hydration week.

People told us positive things about the service, comments included “I have my independence. I am now able to cook, go the bank, do everything for myself. I was not able to do any of these things before coming here”; “I enjoy cooking we are making quiche tonight. We get to decide what we would like to eat every day” and, “He said he enjoys living here and likes it better than his last placement.”

Staff told us they encouraged people’s independence, comments included, “Independence is encouraged in people all the time. For example, give people their own choices on what they wear, what they eat, what activities they do. They come out and do shopping with us each week. Residents get to make decisions on everything.”

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 people and their needs well and were adaptable to their needs. When needed, individuals had the support of a positive behavioural support plan which supported staff in having the information they needed to minimise any known distress the person was experiencing. People had the support of staff throughout the day and night.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. In addition to regular staff meetings and supervision, the provider had developed and implemented newsletters to support the staff team’s health and well-being. For example, Health and Wellbeing newsletters which celebrated and informed around specific themes, for example, the benefits of making conversations count and nutrition and hydration tips and advice and celebrating neurodiversity week, and world autism acceptance day.

To support individual staff, managers had the opportunity to receive mental health first aid training to support team members.

We observed positive interactions between staff and leaders during out visit to the service. Staff comments included “I feel supported by all the managers. I have regular supervision and have even been given extra when I have asked for it” and, “Get along really well with all of the staff team.”