Head Office

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 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives felt they were treated with kindness, compassion and dignity. A person said, “My dignity is considered, and they are always respectful”. A relative told us, “They are very respectful of him and his age. They are warm to him.”

Staff were aware of how to treat people with kindness and compassion and gave examples how they supported people in a dignified way. One staff member said, “We always give a shout to let them know we are here, and I allow people to do things at their own pace.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences.

People felt their individual needs and preferences were considered. A relative said, “They treat him as an individual”. There were systems in place to ensure people were delivered individualised care.

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

People and relatives felt they were listened to. One relative told us, “He gets choices in his care. They listen to him and what he wants. He asks them different things on different days. Like having his hair washed.” Staff we spoke with were aware of how they involved people with their everyday care.

Effective systems were not in place to ensure the provider always fully responded to people’s needs.

The provider told us they reviewed people’s care to ensure they had the most up to date information about people. However, we could not be assured all needs were fully understood and responded to as plans and guidance was not always in place for staff to consider.

People and relatives felt their needs were responded to. One relative told us how they had requested a change in call times at short notice, and this was accommodated.

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

Staff we spoke with felt supported by the management team, and said it was a good place to work. There were systems in place to consider staff wellbeing and staff felt valued by the support they received.