Vesey Road

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’s outcomes were consistently good, and people’s feedback confirmed this.

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.

A person told us, “[name of registered manager] really tries to make sure I am happy. They can’t do enough for me here.” A relative told us, “The staff really care about [name of person]. They always treat them with compassion”

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.

Care plans were developed with people and their families to be person centred. Peoples care records had details such as previous experiences, fears and hopes in a front page that staff could refer to. Staff knew people well. We used a Short Observational Framework Assessment (SOFI) to look at interactions between staff and people. Staff knew what preferences people had and how to keep them safe whilst ensuring people had freedom to do what they wished. One person liked to sit near the front door. Staff ensured they provided a chair and regularly checked if they needed anything.

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 make choices about how they spent their time and had opportunities to pursue different activities. These included leisure activities, going to places of interest and the day centre. People were supported to learn skills and be independent. For example, we saw people supported with household tasks. We observed staff supporting a person to make a milkshake. Staff stayed within the kitchen area, without standing over the person or rushing them. Care plans included how best to support people in line with their preferences and further details such as how they like to be dressed and their preferred care routines. People’s communication needs had been assessed and plans put in place. People had specific communication needs relating to their sight and hearing. We saw staff had received training on how to communicate with people effectively. We observed staff encourage a person to use their mobile phone to type answer to questions when they could not verbalise. This was within the care plans as an effective tool to ensure the person could communicate in their own way.

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. We observed a person who was upset and wanted to ‘go home’. The staff member talked to them and asked about how they would like to decorate their room. This distracted the person, and their mood improved.

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

All staff we spoke to told us the provider and the registered manager were supportive. One person said, “[name of registered manager] is amazing. [they] always give me support when I need it. Whether it’s because I don’t understand some training or if I have personal issues such as childcare, they are always willing to help out and be flexible.” Another said, “This company really cares about staff and takes an interest in what we have to say. An example is when we had to prepare food for a person with difficulties swallowing, [name of registered manager] took my advice on what would be safe but also tasty by adding seasoning for the person rather than just telling me to do this or that.” Staff followed the guidance of the Speech and Language Therapy assessment [SALT]