Peterborough

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,dignityand respect.

This is the first assessment for this service. This key question has been ratedgood.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.

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.

Staff knew people well and treated people with dignity and respect. This was evident in daily notes. The provider also carried out checks as part of their audit process, on records, to ensure that language was appropriate and professional.

Relatives told us, “The carers are kind to [person], they live with her, they are like a second family to her. They respect her privacy and treat her with dignity whenever I visit [person] leads her care, the carers do whatever she wants how she wants”.

Professionals gave positive feedback regarding staff conduct with people, one said, “I have worked with [service] for approximately a year now and I have nothing but praise for their level of professionalism but also the way they care for those they work with.”

We also saw staff treating people with kindness, engaging with people positively, and in return people’s genuine pleasure of being with their staff members.

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.

Care plans were personalised and staff used their knowledge of people to adapt support throughout the day. People had opportunities to take part in activities and experiences which they enjoyed. A professional told us, “Speaking with family members of those who are cared for by[service], there has been nothing but praise and positive feedback for the work all the staff do.”

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

People were offered options using communication tools such as visual prompts or simplified language, ensuring decisions were accessible. Staff told us how they promoted people’s independence. Staff encouraged people to try new activities and develop skills at their own pace, balancing encouragement with respect for people’s preferred routines.A relative said, “[Person]likes her independence and the carers respect this and fully allow her to do as much as possible for herself.”

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 knew people well and were able to describe their needs and preferences.The registered managers ensured that people had a range of tools in place, which supported staff to respond to people’s immediate needs. For example, emergency documents tailored specifically for certain situations, such as hospital passports and emergency evacuation documents.

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

The provider supported staff wellbeing and created a positive working culture. Staff told us managers were approachable,responsive and provided support to them with kindness. Staff told us that when they had needed to take extended periods of leave from work due to their own health or personal circumstances, they had received support from senior management throughout. Staff reflected that managers were kind, ensuring that they were not concerned about security or financial issues, and that it was appropriate and safe for them to return to work.

Staff felt valued by the provider and felt they were being invested in as part of the service, through the training and opportunities provided.