Pennine View

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 car

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager and staff treated people with kindness, empathy and compassion and respected their privacy. Staff treated colleagues from other organisations with kindness and respect. One staff member commented, “The team and residents make you feel comfortable and included, like a family.” The service sought to treat people with kindness, empathy and compassion and respected their privacy and dignity. People and relatives told us they found staff kind, compassionate, caring and enthusiastic. One relative told us, “All the staff are lovely.” Staff relationships with people were caring and supportive. We observed 1 person smile and hug a staff member when they entered the room, telling them, “I love you.” The staff member returned their hug, professed their love, leaving the person happy and upbeat. When a second person was distressed, several staff sought them out, offering sympathy, reassurance, validating their feelings with 1 staff member making things better with a cup of tea.

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. Staff spoke confidently about people’s specific needs and how they liked to be supported. Through our conversations with staff and the management team, it was clear they were committed, kind and compassionate towards people they cared for. One relative told us, “{Family member] is always well looked after. They had 2 breakfasts the other day.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. They took account of people’s culture and unique backgrounds and protected characteristics. Care records we viewed contained information on people’s lives, what was important to them and preferences. People were supported to maintain relationships and networks that were important to them. One relative told us, “There are no restrictions on when we visit.” The registered manager had processes in place for ensuring people’s care documentation promoted their independence. Information relating to people’s capacity to make decisions was in place, the guidance for staff to follow when providing day to day care was recorded to promote choice and control.

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. For people who had been identified as requiring enhanced support to keep them safe, the provider had invested in technology. This technology was designed for falls detection, fall prevention and helped with falls prediction. It alerted staff when people were potentially at risk.

Some staff felt the provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care. Staff felt they did not always have the necessary resources, such as correct staffing levels and suitable training to support everyone living at Pennine View. They told us they did not always feel valued or listened to. One staff member told us they lacked specific training and had to accept unwanted physical force was part of their job. The provider told us they used a staff dependency tool to assess staffing levels and additional refresher training was currently taking place to reinforce staff members skills and abilities. However, another staff member shared that when they had some concerns that was affecting their work life, “Management sorted it.”