Endorphins Group

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 newly registered 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 consistently described staff as caring, compassionate and respectful in their interactions with people. One relative told us, “Staff understand [my relative]so well, they always know what [my relative] wants.” This demonstrated strong relationships staff had developed with people.

Staff ensured people’s privacy and dignity were maintained, particularly during personal care, which was carried out inappropriate settings. Staff told us they interact with people in a calm and respectful manner, listen to their views and offer meaningful choices, for example around clothing and daily routines. Records demonstrated how staff engaged positively with individuals, used de-escalation techniques appropriately, and supported people in a calm and respectful manner.

The provider always 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.

Staff developed exceptionally positive and meaningful relationships with people, taking time to understand their individual needs, preferences and communication styles. Relatives described having complete confidence in staff and the support provided, particularly when people were accessing the community. One relative told us they did not worry when staff were supporting their family member, describing staff as going "above and beyond." Staff demonstrated a genuine commitment to the people they supported, maintaining a positive working relationship. Relatives told us staff had helped their family member make significant progress, improve their independence and achieve outcomes they had not thought possible. Another relative told us, “I don’t even call them carers, I call them [their] friends because they treat [them] like their own.”

Where people were non-verbal, staff worked closely with families and used observation to interpret responses, such as recognising signs of enjoyment or distress and adapting support accordingly. For example, if a person showed they were unhappy, staff would explore alternative activities that better met their needs. This approach ensured care was tailored to the individual and promoted choice, control and wellbeing.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff promoted independence, choice and control by supporting people to make decisions about their daily lives and activities. People were offered a range of options and encouraged to express their preferences, for example when choosing where to go in the community or selecting meals and activities. One relative explained how staff had helped their family member develop routines, respond to prompts and build independence. They adding how staff were “so helpful” and consistently supported personal care with dignity and respect.

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 promptly to people’s immediate needs, particularly when individuals became distressed. They took a calm and person-centred approach, in understanding the cause of distress and adapting support accordingly. For example, when one person became upset during an activity, staff provided reassurance, offered choice and supported them to take a break, which enabled the person to regain control and decide what they wanted to do next.

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

Staff feedback demonstrated that the provider placed a strong emphasis on workforce wellbeing and enablement. Staff described managers as flexible and considerate, particularly in relation to working patterns and personal circumstances. They reported feeling supported to raise concerns and access assistance when required, including through direct contact with managers. Comments from staff included that management were “really helpful” and “kind and approachable,” and that “the wellbeing of staff is paramount.”