North Short Term and Urgent Support Team

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.

People were treated with kindness and respect. One person told us, “I had a carer who was new to me this morning, they were very respectful and very kind. They read the book and knew exactly what care I needed, which shows their system is effective.”

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 received support which was tailored and specific to their needs and goals. One relative told us, “All of the people coming into our home are very caring, from the carers to the physiotherapists and my relative could not be getting any better 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 were at the centre of decisions about their care. Staff worked hard to promote people’s independence in a measured and skilled way. One person told us, “I found them all incredibly caring. They helped me not just mentally by just being there to chat to someone, but they also helped me to learn how to move. I am really grateful to them all. They all took everything in their stride, nothing fazed them. I cannot speak highly enough about them; they made me feel comfortable with them in my 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.

Staff responded to people’s changing and immediate needs. Staff worked with locality managers to continually keep each other up to date with developments around people’s progress towards meeting their goals and being independence. There was a weekly multi-disciplinary meeting with all involved to share updates and agree a plan for the coming week. Staff and leaders responded promptly to ensure the relevant health professional were involved at an early stage to provide expert advice and support.

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

Staff felt valued and felt they made a difference. One member of staff told us, “I love working here. The managers are really supportive, and it is a privilege working with people to get them back to doing things themselves. I wouldn’t want to do anything else.”