Clervaux 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff actively demonstrated kindness, compassion and dignity which were at the very core of the service. Staff showed a genuine interest in people’s lives and we observed staff and people engaging in meaningful conversations during our visit. The service ensured they delivered care which fully reflected each person’s preferences and cultural needs. People’s privacy and independence were respected at all times.

The service had a welcoming, positive environment, and we heard lots of laughter and meaningful interactions during our visit. People were encouraged to retain and fully express their individuality and share their sense of humour with others. There was a relaxed atmosphere in the service where staff showed warmth and a clear understanding of each person and their needs.

A professional involved with the service said, “Staff are truly caring and go the extra mile, even when faced with significant challenges. The service has always been responsive, dedicated and pushes constantly for individuals’ rights and choices.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff had a clear and detailed knowledge about each person’s life, preferences and wishes, which in turn shaped the support they received. Each person had highly personalised care provision, which was directed by them and ensured people were fully engaged in decision-making. Staff adapted their approach to ensure people were able to have fluidity in planning their day, rather than a rigid plan, if this was what the person preferred. The service supported people to regain and maintain their independence, make choices, and feel a sense of control over their lives. Staff had a focus on positive risk taking. They worked together with people to overcome any obstacles to ensure people could live a fulfilled life and enjoy a variety of activities and holidays.

A person who uses the service told us, "It's excellent here because of the support staff give me. They help me do the things I want to do and it feels good." A relative told us, “The care is outstanding as there are plenty of staff, my loved one is always considered and heard, they request our input, and various activities are available.”

People were respected and celebrated as individuals, with diverse and unique skills and stories to share. The ethos of Clervaux Trust was one which focused on what people could do and staff enjoyed celebrating people’s achievements with them.

Care plans were extremely detailed and focused on what mattered to the person. Staff had clear guidance on how to support people to live life as they wanted to ensure everyone was not discriminated against or experienced ill treatment.Care plans reflected people’s needs holistically which enabled staff to provide consistently outstanding personalised care.

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

For one person, receiving personal care had sometimes been distressing for them, so they would sometimes find it difficult to engage with this. Staff recognised the importance of maintaining this person’s hygiene, dignity and wellbeing while respecting their choices. Through observation and conversation, staff identified the things that had a positive effect on the person’s mood and incorporated these into their personal care routines. This gave the person choice and control and resulted in the person being able to engage in personal care without it being distressing, which was a hugely significant achievement for this person.

One relative told us, “I’m very confident their dignity and independence are respected. [Person] is overly independent, sometimes to the detriment of their own personal safety, but staff manage this well and support them whilst allowing them to feel independent.”

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 noticed when people were anxious, unwell or distressed and took prompt action, including contacting health professionals and updating families. Staff worked flexibly and prioritised people’s individual needs rather than following rigid tasks. Staff worked closely with families and professionals to make sure people were comfortable, and care plans were updated as required.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A staff member said, “Management are approachable, responsive and committed to maintaining good standards of care. There is a clear focus on the wellbeing of the people supported, staff development and continuous improvement."