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• 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 requires improvement. At this inspection the rating has changed to good. 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. We received positive feedback about the kind and caring nature of the staff and the provider. Comments from people who lived at the home included “The staff are amazing.” Also “I like the staff.” One person said “Fabulous” when we asked them about the staff. A relative told us “The staff are just brilliant. I honestly can not compliment them enough.” Another relative told us “Staff are very kind.”

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. People told us that staff knew them well and understood their individual needs. One relative shared, “They are just brilliant at knowing all about him.” We also observed how 1 person was supported to make a personal decision about locking their bedroom door, reflecting the home's respect for individual choice. People’s hobbies and interests were valued and encouraged. Activities were chosen by the individuals themselves and tailored to their preferences. For example, 1 person who enjoys caring for animals was supported in looking after the service’s pet guinea pigs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans were designed to promote and support independence. For instance, we observed that individuals had access to walking aids and other mobility equipment, enabling them to move safely and confidently around the home.

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. People were supported by staff to engage in their assessed one to one support sessions. We observed people spending meaningful time with staff members who clearly had a strong understanding of their needs and preferences.

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 said they felt supported valued and cared about. One staff member said “I have recommended a member of my family to work here because I feel the company cares.” Staff members also described numerous examples where they were promoted and encouraged to access development opportunities within the home. One staff member said “[Provider and registered manager] always have your back. They’re always telling you, you can do it and it makes a massive difference.”