Encompass Care Respite Accommodation and Outreach Service

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 as good. At this assessment the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

There was a strong and visible culture of kindness, compassion, and respect embedded throughout the service and demonstrated consistently by staff in all roles. Every interaction we observed was characterised by genuine warmth, dignity, and empathy. People appeared relaxed, comfortable, and at ease in the presence of staff, reflecting the positive relationships that had been developed over time. It was clear that staff knew people exceptionally well and had built trusting, meaningful connections with them. A health professional told us, “Staff are very kind and caring.”

Throughout the assessment, people and relatives consistently described staff as caring, supportive and respectful, and observations showed warm, genuine relationships between people and staff. A relative commented, “[Name] is very, very happy and safe here. [Name] has got their friends.” Feedback from a healthcare professional complimented all staff for ‘the continued high standards of care and support that you provide to our clients who have increasingly complex needs. We appreciate your willingness to consider each person and their support needs on an individual basis. You have provided excellent support to the clients and families, and I hope that you continue to provide this high level of support as you move forward. You really do make a difference to the clients and families you support’. And described Encombe as a ‘Place of safety, warm welcome and for all of the kindness shown.’

People and relatives consistently spoke very positively about the compassionate care provided. One relative said, “The staff are kind and caring and give my relative the pampering they like.” Another told us, “They treat everyone with a great deal of love, care and respect.” Several relatives said it felt like a family. A relative told us, “[Name] has made friends there. They are exceptional staff. It’s a nice family atmosphere.” Healthcare professionals described staff as having excellent relationships with people and protecting their privacy and dignity while encouraging independence. A professional said, “Everyone there appears well supported and cared for and happy to be there.”

Observations demonstrated staff preserving dignity in day-to-day support. Staff sought consent before providing support, respected people’s privacy, knocked before entering bedrooms and developed individualised easy-read resources to help people maintain their own dignity. We observed people were fully engaged with staff, with laughter, affection and staff anticipating people's needs. People and staff showed kindness to each other, with staff reinforcing these values and praising people for their kindness to others.

Without exception, the entire staff team spoke about people with warmth, affection, and a genuine commitment to supporting their wellbeing. Staffing arrangements ensured staff had sufficient time to provide personalised support, whether offering reassurance during periods of distress, engaging people in conversation, or supporting them to participate in activities both within the service and the wider community.

People were consistently supported by staff to ensure their needs were met safely and effectively in line with their care plan. We observed staff working seamlessly together, engaging positively with people in a way that was supportive and respectful, without being intrusive. We observed people smiling and laughing with staff while being supported to participate in activities they enjoyed.

Relatives spoke positively about the caring approach of staff. One relative told us, "Staff are definitely caring, they know [Name] really well and are very good with [them]." Another said, "Staff interact well, are very kind, they listen to what they want and know how to support them during difficult times." A further relative commented, "[Name] is really happy, they laugh with and trust the staff," adding that staff were "kind and caring."
 

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.