Emerald Agency

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.

People were treated with kindness, compassion and respect. Observations during the assessment showed staff interacted with people in a warm and respectful manner, taking time to listen and respond appropriately.

People’s dignity was protected. Many people had access to ensuite facilities, which supported their privacy during personal care. Staff understood the importance of respecting people’s personal space and sought permission before entering bedrooms.

Staff spoke about people in a caring and positive way and demonstrated a good understanding of their needs and preferences. Feedback from people, families and professionals consistently described staff as kind and supportive, and observations confirmed that people were treated with dignity in their day-to-day lives.

The provider treated people as individuals and made sure their care and support reflected their personal needs and preferences. Staff demonstrated a good understanding of the people they supported, including their interests, routines and relationships.

Care records were detailed and included information about people’s individual needs, preferences and health conditions. This supported staff to provide personalised care in line with what was important to each person.

Observations during the inspection showed staff adapted their support to reflect people’s individual preferences. For example, people were supported to take part in activities that were meaningful to them and to maintain their own routines within their home environment.

People were supported to live in a way that reflected their individuality, with opportunities to pursue their own interests and maintain their own lifestyles within a supported living setting.

The provider promoted people’s independence and supported them to have choice and control over their care and daily lives. People were encouraged to make decisions about their routines, activities and how their support was delivered.

People were supported to develop and maintain independence in their own home. Observations during the assessment showed that staff provided support in a way that encouraged people to carry out tasks for themselves, offering prompts and guidance rather than taking over. For example, one person was supported to prepare their own meal, with staff providing encouragement and assistance only where needed.

People were able to access the community and take part in activities that were important to them. They were supported to maintain friendships, attend local activities and lead active lives in line with their preferences.

Individual support arrangements were based on people’s assessed needs, with additional one-to-one support provided where required. This ensured people were supported to remain independent while receiving the level of support they needed to stay safe.

The provider listened to and understood people’s needs, views and wishes, and staff responded appropriately to meet these in the moment. Observations during the assessment showed staff were attentive and responsive to people’s needs.

Staff responded to people in a calm and respectful manner and adapted their support based on what people wanted at the time. For example, when one person required assistance with a personal item, staff provided support promptly and in a way that maintained the person’s independence.

Staff also demonstrated respect for people’s pace and preferences. On one occasion, a staff member waited until a person had finished their conversation before supporting them with their medicines, ensuring the person was not rushed or interrupted.

People appeared comfortable approaching staff for support and were observed to receive timely and appropriate assistance when needed.

The provider supported the wellbeing of staff and enabled them to carry out their roles. Staff spoke positively about the support they received from the management team and described managers as approachable and responsive.

The provider made reasonable adjustments to support staff. This included flexibility with working arrangements to support personal circumstances, such as time off for caring responsibilities or adjustments to working patterns. Staff told us they were able to access support when needed and felt confident approaching managers with any concerns.

Staff described positive working relationships within the team and a supportive working environment. Regular supervision and communication systems were in place to support staff in their roles.

However, some staff feedback highlighted a desire for more positive recognition and improved communication. While staff felt supported overall, this indicated that there were opportunities to further enhance staff wellbeing and engagement. The registered manager acknowledged this and agreed to review supervision records and staff meetings to ensure that positive feedback and recognition were clearly discussed and documented going forward.