Potensial Limited - 60 Park Road South

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 treated colleagues from other organisations with kindness and respect.

We observed staff interacting with people in a consistently kind, caring, and respectful manner. Positive and trusting relationships had been developed, and staff demonstrated a good understanding of people's individual needs and preferences.

Feedback from people and their relatives was positive. One relative told us, "Staff understand [Name] really well. Staff are kind and caring." A person using the service said, "Staff are brilliant, they help me with anything. They make sure I am okay."

People received timely support when required and were encouraged to make choices about their daily lives. The service promoted a person-centred culture that supported people to maintain independence, exercise choice and control, and achieve outcomes that were meaningful to them.

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 and their relatives told us they felt valued as individuals and were supported in ways that reflected their preferences and choices. We saw examples of people being encouraged to personalise their living environments. One person proudly showed us their room and explained how they had chosen its décor and furnishings. Another person shared the reasons behind the decorations and themes they had selected, demonstrating how the service supported people to express their individuality and make decisions about their home environment.

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

Care was delivered in a personalised way that reflected people's individual preferences, strengths, and goals. People were supported to work towards outcomes that were meaningful to them, including increasing their independence and engaging in activities of interest. Staff worked with people, promoting choice and control and ensuring they remained at the centre of decisions about their care and support.

One family member said, “[Name] chooses when to get up and when to go to bed, what to wear, if they would like a bath or shower and what activities they would like to do. I couldn’t ask for more”. Another family member told us their relative was very happy at the service. They thought the service promoted their independence in all important areas of their life.

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 responded promptly to people's changing needs and ensured support was adapted to reflect their individual circumstances and preferences. We observed positive and caring interactions between staff and people using the service. Staff treated people with dignity and respect and demonstrated a good understanding of their needs, preferences, and communication styles. This enabled them to provide timely support and reassurance, helping to minimise distress and promote people's wellbeing. People appeared comfortable in the presence of staff and received support in a way that was personalised and responsive to their needs.

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

The registered manager maintained effective oversight of staffing arrangements and monitored working hours to support staff wellbeing.

Staff had access to breaks during their shifts and spoke positively about the support they received from the management team.

Regular staff meetings provided opportunities to share information, discuss best practice, and promote learning. Staff consistently described the culture as open and supportive. The provider also offered a range of wellbeing initiatives and employee benefits, demonstrating a commitment to supporting and valuing staff.