Archived: Creative Support – Carlisle Services

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 staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Feedback from people was positive. For example, 1 person described how staff maintained their dignity while supporting them to have a shower. They said, “Oh yes, I feel like they treat me with dignity, yes.” A family member told us, “[Staff] are kind and caring, it is good communication as she is hard of hearing, respectful staff always and they ask for her consent before personal care is given.”

The staff 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 records included detailed information about people. Staff knew people well, for example, one person was very house proud, staff supported this by wearing shoe covers when visiting her home. One person said, “[Staff] are so nice and helpful, always asking if there is anything else they can do for you.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The extra care building had a number of facilities that were available for people which was separate to the care provision. Care staff explained that people were enabled to attend events if they wanted to. Staff discussed people’s care needs with them. One person said, “Yes [staff] came and talked to my daughter and I (when I first moved in). [A staff member] took me round to meet people too. This meant people were supported to maintain independence, make informed choices, and feel included in their community.

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 told us that staff did respond if they needed help at short notice. For example, 1 person described how staff assisted them promptly after a fall and later created a hospital passport to ensure their medication details were available for future hospital visits.

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. One told us, “I feel listened to and my proposal will be facilitated.”

While health professionals had observed some staff communication pressures, the overall feedback from staff to us was positive.

The provider had various policies and processes in place, including an employee assistance programme, staff recognition awards and monthly newsletters circulated to all staff, via email.