St Anns Healthcare - Main 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 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 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 and their family members told us staff were kind, caring and respected their privacy. A person told us, “The care staff are very respectful and polite, caring and kind. They respect our privacy and dignity, always observing a good standard of care and compassion.” A relative said of the staff, “They are very kind and helpful, anything they can help with they will.”

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.

Feedback from people, family members, staff and care plans indicated people were understood and treated as individuals. One person told us how their preference for a same gender carer had been fulfilled. Care assessments included information about people’s personal histories and preferences. Staff treated people as individuals and were considerate of people’s protected characteristics and supported their personal, cultural, social and religious needs.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There were systems in place to ensure people received care which promoted their independence, choice and control.

Care plans reflected what people were capable of doing themselves and what support they required in other areas of their care. People told us care staff supported them to be as independent as possible. Care staff told us how they encouraged people to make choices. Staff we spoke with knew people well and were clear they would support people in the way they wished them to.

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’s urgent needs were recognised and dealt with. Relatives told us if they needed assistance staff responded quickly and said the office was very responsive to any requests.

Office staff confirmed that changes to planned care visits could be made if, for example, a person needed support to attend hospital or required a longer call such as following a fall or waiting for an ambulance. The registered manager described how they had some flexibility in their staff team to provide short term/emergency increases in care packages.

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 were clear that they could speak with the management team at any time and felt that their views, opinions and suggestions would be listened to. The management team encouraged staff to speak up and seek support if they felt they needed it.

Staff confirmed they were treated fairly, and their human rights were upheld. All the staff at the time of the assessment were from overseas and or sponsored by the provider/ registered manager. Staff we spoke with told us they felt very supported during their transition to the UK and said they really enjoyed working at St Ann’s. The registered manger told us how they supported some individuals with support when first driving in the country and would sit in with them to ensure they were confident.