St David's House

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 remained 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. Staff spoke with care and compassion about the people they supported and demonstrated a shared commitment to providing good care.

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’s preferences and individual support needs were documented. Care plans were very detailed and contained information to support staff to ensure people’s needs and personal wishes were understood.

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 supported to have choice and control when supported by staff. For example, people’s care plans explained ‘in their own words’ how they want their support delivered for their daily routines. This included their likes, needs, preferences and what they can do for themselves.

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 how best to support them. If people needed help, they could press their pendants or use the intercom so staff could respond quickly. One person said, “If I press the pendant staff come.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they enjoyed their roles, were listened to and had access to support if they needed it. Staff told us they worked well together and spoke positively about the registered manager and team leaders. One staff member said, “I really like working here. I feel well supported and listened to. It’s a lovely place to work.”