Potensial Limited - 1 Newlands Drive

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. Staff consistently treated people with kindness, compassion, and respect.

Observations showed warm, positive interactions, and it was clear that trusting relationships had developed between people and the staff who supported them. People and professionals spoke positively about the caring approach of staff and the way people were treated. One professional told us, “The relationships between the care staff and the residents are excellent. The staff are highly respectful and maintain the residents' dignity at all times.” Another professional said, “I have observed positive relationships, and staff can adapt their approach depending on the individual.”

People received support when they needed it from staff who knew them well and understood their preferences. People’s comments included, “I like the staff, they are kind”, “Some of the staff are great fun”, and “Most of the staff know me really well, they are all kind and caring”. The culture of the service promoted choice, independence, and inclusion, enabling people to make decisions about their daily lives and be supported in ways that reflected what was important 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's individual needs, preferences, and wishes were clearly reflected in their person-centred care plans. Staff had access to up-to-date information that provided clear guidance on how to support each person in a way that was meaningful to them.

Care plans included important information about people's communication methods, personal histories, relationships, cultural backgrounds, beliefs, routines, and interests. Staff understood the importance of treating people as individuals and used this information to provide support that respected people's choices, promoted their independence, and reflected what mattered most to them. This helped to ensure people received consistent, personalised support from staff who knew them well.

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

We saw that people were encouraged to make choices and exercise control over their daily lives. Staff took time to understand individuals’ preferences and supported them to remain as independent as possible. Care and support were delivered in a way that respected people’s wishes, with staff adapting their approach to follow the person’s lead. People were able to make decisions about their daily routines, including when they chose to go to bed. Where appropriate, people supported independently accessed snacks and drinks, promoting autonomy and self-confidence.

People had opportunities to take part in a variety of activities both within the home and in the wider community. People were regularly supported to access community facilities and attend events and places of personal interest. One person told us they like to go out on the bus, while another described recent visits to New Brighton and regular trips to local shops and restaurants. One person said, “I have chosen to have a quiet day today”.

People also spoke positively about holidays and outings they had enjoyed, as well as future trips they were hoping to plan. Their enthusiasm and knowledge of upcoming events demonstrated that they were actively involved in decisions about how they spent their time. This showed people were supported to pursue their interests, remain socially connected, and lead fulfilling lives in line with their preferences.

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.

People were supported by staff who knew them well and could quickly tell when something was not right. Staff recognised signs that a person might be upset, anxious, unwell, or in pain, such as becoming quieter than usual, withdrawing from activities, or showing discomfort. Staff responded straight away to offer support, reassurance, and help based on the person's individual needs and preferences. This meant people received the right support at the right time and their wellbeing was promoted. Professionals told us staff were attentive and responsive to people's needs. One professional told us, “The staff know the residents deeply as individuals, understanding their unique personalities and histories rather than just viewing them as clients.”

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

Staff described a positive and supportive working environment where they felt valued and empowered to provide high-quality support. They received regular supervision and had opportunities to discuss their wellbeing, reflect on their practice, and identify any additional support or development needs.

One staff member told us, “I transferred here from one of the provider’s other services. I was warmly welcomed by residents and staff. I had time to get to know people and I love it. I feel well supported and the manager is very approachable.”

Staff spoke positively about the management team and the strong sense of teamwork within the service. They told us they felt listened to and well supported, particularly during challenging periods. Staff said their wellbeing was regularly discussed and that managers encouraged them to seek support when needed, helping them to maintain their resilience and continue delivering effective care and support.