Gowlands

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.

Staff treated people with kindness and respected their privacy and dignity. The provider treated colleagues from other organisations with kindness and respect. People’s care plans promoted the importance of respectful and dignified support in people’s care. People and their relatives told us staff were kind. Comments included, “Staff are lovely”, “Staff are very kind”, “[Person] is always treated with dignity and respect” and “The staff are friendly and caring.”

Staff treated people as individuals and tailored their care and support to meet their needs and preferences. They took account of people’s abilities and needs and considered their unique backgrounds and protected characteristics when planning and providing care. During the inspection we observed staff supporting people in line with their preferences and adapting their communication and support to meet people’s personalised needs.

Staff promoted people’s independence and encouraged people to have choice and control over their own care and support. During the inspection, we observed people being supported to make choices about what they would like to do, where they would like to go and what they wanted to eat. People’s care plans documented what they were able to do for themselves and what areas they required support with.

Staff listened to people’s needs and wishes and responded to people in the moment to minimise any discomfort. Where people did not communicate using words, we observed staff supporting people in a caring and compassionate way, anticipating their needs and acting promptly to ensure people had the support they required and were not distressed.

The provider cared about and promoted the wellbeing of their staff. Staff told us they felt valued and supported. Staff said they felt listened to and told us managers were open and approachable. Comments included, “I feel very supported by [registered manager], I can talk to them anytime and they always makes time for staff”, “[Registered manager] is supportive and patient”, “[Registered manager] is approachable and I can go to them for any issues” and “[Registered manager] listens, and if we need help, they will step in to help us.”