Santhem Care

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. This is the first assessment for this newly registered 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.

People were treated with kindness, compassion and dignity, with staff demonstrating a caring and respectful approach in their day-to-day interactions. Staff described the importance of “treating everyone equally, respect their personal space… and offer choices,” highlighting a person-centred approach to care.

The person using the service spoke positively about their experiences, stating they were “treated like a queen,” reflecting the compassionate and dignified care provided.

The provider treated people as individuals and made sure 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 described the importance of getting to know people, including their “likes and dislikes” and building trusting relationships to deliver personalised care.

The person using the service confirmed they were involved in decisions about their care, stating they were “fully involved in the planning of my care,” demonstrating a person-centred approach.

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

Staff supported people to make decisions and maintain their independence, for example by encouraging them to complete tasks themselves and offering choices in their daily routines. Staff described “offering choices in their routine” and supporting people to retain control.

The person using the service confirmed they were involved in decisions and could maintain independence in their daily life.

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 described recognising changes such as mood or behaviour and acting promptly, with one explaining they would “report this to the line manager who would then change the care plan,” supporting timely responses to need.

The person using the service confirmed they felt listened to and supported and told us, “When I first moved in, they [staff] sorted everything out for me, nothing was too much trouble, they will do anything I need them to do, which is reassuring.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to consistently deliver person-centred care. There were initiatives in place to support staff wellbeing, including access to an employee assistance programme, health benefits, wellbeing forums and recognition schemes such as awards and staff appreciation events.

Staff spoke positively about their experience, with one stating they felt “a valued member of the team and have full support from my general manager and other team members,” while others highlighted good team communication and support. Regular supervisions, training and appraisals further enabled staff to develop in their roles; however, some feedback indicated opportunities to strengthen consistency in management support and staff engagement across the service.