Voyage (DCA) London East

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 dignity. We observed positive and respectful interactions throughout the inspection. Staff respected people’s privacy and dignity. Staff were mindful of working in people’s homes, showing respect for personal space, belongings and privacy. Consent was sought before providing care, and people’s decisions were upheld. Records kept about people were written in a respectful and personalised way. Staff treated colleagues from other organisations with kindness and respect.

Feedback from relatives was mostly positive, with comments such as “Staff are amazing and so caring” and “I feel they treat [name] with kindness and respect.” Where feedback suggested this was not everyone’s shared experience, we sought further clarity and assurances about how this was being addressed.

People were treated as individuals. Staff took account of people’s strengths, abilities, culture, protected characteristics and unique backgrounds. People’s lives reflected their personalities and interests. People were supported to make choices and decisions throughout the day, such as what to eat, how to spend their time and their care preferences.

We saw people enjoying activities including playing pool, baking cakes and listening to music of their choice. One person told us they were looking forward to a holiday to Butlins they had planned. Bedrooms were personalised and activities reflected people’s hobbies, strengths and faiths.

The provider promoted people’s independence and choice and control over their care and wellbeing. Care plans supported people to develop self-care and daily living skills and set out the level and type of support required. People were supported to make choices in ways that suited them. Activities reflected people’s individual interests. Staff understood the importance of privacy and enabled people to spend time alone when they wished.

The provider understood people’s immediate needs. Staff responded to people’s needs in the moment and acted to reduce discomfort, concern or distress. We observed staff using positive behaviour support (PBS) strategies to lessen anxieties and followed professional guidance to support people’s mental and physical health.

Staff knew people well. They recognised subtle signs, such as changes in body language, which indicated a person might need more support. Staff also knew how to seek specialist input from partner agencies and community services, ensuring people received appropriate support and guidance.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff felt supported by the manager and provider. The provider’s grievance procedure enabled staff to raise concerns formally and appropriately. Staff knew about this policy and felt confident to use it. There was a supervision policy which centred on open dialogue between the staff member and their supervisor. Supervision also offered the opportunity for personal development and learning.