Coquet Trust

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 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. People and relatives gave positive feedback about the care provided. A person said, “The staff do an excellent job.” A relative told us, “I have met quite a few of [family member’s] carers and they are nice people.” Staff understood the importance of treating people with dignity and respect and demonstrated empathy in their interactions.

The provider treated people as individuals and made sure care, support and treatment met their needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People and relatives confirmed their choices were respected, and staff tailored care to individual preferences. A relative said, “The carers seem to understand my [family member’s] needs, and they seem well matched with them.”

The provider always promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to make decisions about their daily routines and supported them to maintain independence. A person said, “‘They [staff] help me with lots of things, like washing and cooking, they always listen to me. They make my life better and treat me with respect.” People had opportunities to engage in activities and maintain links with the community, which supported social inclusion.

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 demonstrated good awareness of individual communication styles, including non-verbal cues, and acted quickly when support was required. Relatives said staff were attentive and responsive.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they felt valued and had access to regular supervision, training and development opportunities, including advanced qualifications. A staff member said, “I feel often am listened to, I am also able to make suggestions in staff meetings.” Leaders promoted an open-door culture and encouraged feedback through forums and surveys. Initiatives such as flexible working, recognition events and well-being support were in place.