Faye Hammond Consultancy Ltd

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 service 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 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were supported by staff who knew them well. Relatives and professionals were complimentary about staff. Relatives described staff as being ‘great’ and ‘brilliant’. One relative told us they were so happy with the staff and found them, “really good”. A professional said, “I found the staff to be both professional and caring, and they appeared to have excellent knowledge of the person.”

The service 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 were supported as individuals, with their choices and preferences shaping the care they received. Care plans detailed people’s goals and what they could do independently; these were regularly reviewed. Staff supported people to take part in activities of their choice, such as going out to eat, playing music, playing games and doing craft.

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

People’s needs and wishes were clearly described in their care plans. These were accessible to staff through the electronic system. People were supported to maintain relationships that were important to them. Staff promoted people’s independence in their day-to-day lives. One relative told us, “[Person] will direct staff… They will take [person’s] lead.” One staff member said, “I feel that giving positive reinforcement can help build confidence and encourage the person to continue doing things independently.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were supported by staff who were proactive and responsive to their changing needs. Staff knew people well and the staff teams involved in people’s care were small, which supported person-centred care and treatment. Relatives told us effective communication ensured everyone was kept up to date and informed.

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

Staff had access to an employee assistance programme. Staff received regular supervision and told us they felt supported and valued. One staff member said, “They always listen to me.” A staff handbook provided guidance and support to staff.