Streets Meadow

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.

We saw, and people told us they were treated with kindness, empathy and compassion and that staff respected their privacy and dignity. Relatives told us they were welcomed into the service whenever they visited and were informed of their loved one’s wellbeing.

A healthcare professional told us; "End of life care is very, very good, symptoms are controlled and assured a member of staff will be allocated time to spend with the person to ensure they are not alone."

Overall feedback from relatives was positive. However, there was a theme to some of the feedback about staff for whom English was not their first language, perhaps not fully understanding people who had communication difficulties. We also received concerns that activities were not always tailored for people with hearing loss or mobility needs. The provider had recently arranged person centered training for all staff to attend and would follow up staff during spot checks of records and supervisions to check their knowledge was being embedded. The provider had structures and policies in place to support workforce wellbeing and enablement. Posters for access to mental health support and self-guided tools available to staff were displayed on notice boards throughout the service.

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.

We saw, and people told us they were treated with kindness, empathy and compassion and that staff respected their privacy and dignity. Staff provided us with examples of how they ensured they promoted dignity and privacy. We observed staff supporting people who were experiencing periods of emotional distress. They did this with kindness and a reassuring tone. A member of staff described how they know a person felt reassured by staff holding their hand when they appear anxious. A relative said, “I can't fault the care. He has a better quality of life now.”

Relatives told us they were welcomed into the service whenever they visited and were informed of their loved one’s wellbeing. Comments made included, “Doors are always kept closed for personal care,” And “Sometimes I think they are rushed because they are short of staff. Yes, they respect her dignity and privacy.” And a third relative said, “I feel they treat her with dignity and respect, and I haven't seen them rushing. Often, they take her hand and hold it when they are speaking with her.”

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.

The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff treated people as individuals. Staff interacted with people using their preferred communication methods and had the relevant training to support them with this. The provider had an equality and diversity policy in place. The policy detailed the providers commitment to uphold legislation and best practice to ensure people, staff and visitors were treated fairly.

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

Staff described activities they supported people with, and this was reflected in people’s care records.

A member of staff said, “I give people choice as to what they want to wear or what they want to eat and drink.” Relatives told us they were welcomed into the service whenever they visited.

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 told us handover meetings took place daily to ensure the staff member in charge of each shift could monitor and respond to people’s needs appropriately. The registered manager understood their responsibilities in ensuring people’s immediate needs were responded to. They had systems and process in place to support this and had oversight of people’s needs.

People told us there were enough staff to support them with their care and support. A relative told us, “What I see with other residents they are very caring and always there for them. On the whole what I see is very good.’ “They do, Mum has varied likes and dislikes.” People’s experiences regarding activities varied, One relative said; “They do lots over there. It is fantastic.” However, another relative told us; ‘I feel she is isolated.” We fed back to the registered manager regarding activities being more responsive to people’s individual needs and preferences. The registered manager explained training was being rolled out and spot checks and supervisions would monitor how effective it has been.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider had structures and policies in place to support workforce wellbeing and enablement. Posters for access to mental health support and self-guided tools available to staff were displayed on notice boards throughout the service.

Staff told us the service was a good place to work, they said they could share ideas and were listened to. Staff told us they worked well as a team and supported each other, with comments such as ‘I love working here due to the family aspect. We work in the resident’s home. I get on well with residents, families and colleagues.’ And ‘I do feel proud of the way me and my team care for residents.’