Leaf Somerset

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 80 (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. Relatives and professionals gave positive feedback about staff’s approach. A health and social care provider said, “I’ve seen in person how Leaf Somerset staff are supporting [Name of person], with compassion and kindness.” A relative said, “Staff are good with [Name of person] and respect their dignity.” Staff we spoke with could give examples of how people were supported with their privacy and dignity. For example, by knocking on their door before entering and when personal care was delivered.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service was often supporting people who had previously experienced care which did not meet their needs. Therefore, the service needed to establish trust with people and to work in partnership with them. The service focused on supporting people to participate in their daily life choices and enabling them to work towards their individual goals and aspirations. This ensured people had a good quality of life and reduced distress and frustrations. This led to people enjoying everyday activities and participating in new experiences. This would often take time and planning to ensure people could adjust and be introduced to new things at their own pace. People had involved themselves in learning a language, enjoying a holiday and travelling safely. One person had been supported to make a video to explain to staff how they would like to be supported. This included how to approach them, phrases to say and not say and what was important to them. People’s cultural and religious needs were considered and reflected within their care plan.

People’s care and support was designed specifically around the individual and how their needs could be met. The service was proactive in ensuring people could express their preferences and choices. A range of communication tools were used, such as social stories, video animation, pictures and verbal expression. Staff knew people well and how they individually communicated. This was specifically detailed in their care plan. For example, in individual phrases and instructions. A staff member said, “[Name of person] takes me to what they want.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s independence was encouraged and was different for each person. A staff member said, “I’m not making choices for them, enabling them to live a full life, ensuring they are listened to basically and not making assumptions.”

People’s choices were sought and respected. Consideration was given and explained in care plans of how people engaged in making decisions and how choices should be presented. For example, for 1 person more than 2 options were overwhelming. Staff we spoke with knew how people communicated to ensure they were involved in making choices about their care.

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. Care plan information described and explained how staff should manage various situations. For example, in the specific verbal response given or their proximity to the person. Staff knew how people expressed their needs and emotions. This enabled staff to understand people’s behaviours and provide a consistent approach. The service planned ahead to minimise distress and discomfort for people. For example, by considering options of where to visit or the activity being undertaken.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care. Staff said leaders were supportive and debriefing was arranged when incidents had occurred. Opportunities were available for staff to give feedback through supervision and meetings.

We received mixed feedback about staff feeling valued due to some of the organisations working arrangements relating to training and whilst staff were supporting people away from their home.