Harvey Lane

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 Requires Improvement. At this assessment the rating has changed to Good.

Good: This meant people were supported and treated with dignity and respect.

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 knew people well and treated them with kindness.

We observed warm relationships between staff and people. One person told us, “I am very happy in my home, and staff are good to me”. One relative said “Staff are welcoming and [relative] has good relationships with them. I think [relative] is happy”. While another relative said “The staff are lovely and unbelievably kind and supportive”.

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 rooms were decorated to their individual tastes, and the environment had a homely atmosphere. People were proud of showing us their rooms and personal belongings. We received positive feedback from relatives, with one person telling us “It is comfortable now and well maintained. [relatives'] room is nice”.

People were supported by staff to create their own weekly activity plans taking into consideration their likes and dislikes.

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

People had a say in how they wanted to spend their day, the activities they wanted to participate in and what they wanted to eat. One staff member told us, “People are supported at their own pace and are never rushed”.

We received positive feedback from relatives with one person telling us, “[Relative] gets involved with the menu and they know [their] likes and dislikes”. While another relative said, “They promote [their] independence as far as they can”.

People’ support plans included a clear communication section and people’s preferred ways to communicate were recorded and being respected by staff.

One staff member told us, “We take time to ensure people understand and are listened to”.

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 were observed to respond to people’s distress during the on-site visits. This was done in a kind and compassionate manner allowing the person to lead the situation, with staff supporting them.

Staff had a good understanding of people’s needs, with one staff member telling us, “I know all the individuals. I understand how to respond to each person individually”.

We received positive feedback from relatives with one person saying, “Long-term staff are really good, they understand [their] needs”.

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

Staff told us they enjoyed working at the service and felt well supported. One staff member told us, “I feel respected and appreciated at work”. While another staff member told us, “I get respect from my seniors”.

Staff told us that there were enough staff to support people’s needs and did not feel rushed.