St Andrew's Healthcare - 17 The Avenue

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 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 the person with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Guidance for staff to meet the person’s care and support needs reflected the importance of providing care and support based on kindness, compassion and dignity. Information recorded by staff in handover and care records about the person was completed respectfully.

The person using the service told us they liked the staff and how they involved and listened to them.

Observations of staff engaging with the person was positive. On the day of the inspection permanent staff were supporting the person, they demonstrated a good awareness of the person’s routines and had a positive, respectful caring approach. We observed staff communicate effectively with the person who lived at the service and with each other.

The provider treated the person as an individual and made sure their care, support and treatment met their needs and preferences. They took account of the person’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Individual needs were respected and promoted. Information about the person’s equality and diversity needs and unique background, had been assessed and used to develop care plans. Guidance for staff included important information about the support required in relation to the person’s routines, preferences, and what was important to them.

The environment had been adapted to accommodate this such as a visual doorbell and fire alarm beacons. Interpreters in British Sign Language were available, and deaf staff were also appointed.

Staff told us they found guidance of how to provide personalised care and support was sufficiently detailed, kept up to date and was supportive. A staff member said, “Any changes in the care plan we always get emails from staff informing us and you can check [the care plan system], and handovers.”

The person was supported with their individual interests and hobbies. We saw they had been supported to develop an activity planner and were able to chose daily how they wished to spend their time.

On the day of the inspection, we observed the person being supported by staff to attend a community activity. Staff spent time with the person interacting and communicating effectively and supporting meaningful activity the person enjoyed.

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

Staff continually supported and promoted the person’s independence. For example, staff supported the person to participate in daily living tasks, such as cleaning their bedroom, doing their laundry, caring for their pet, and planning, shopping and cooking meals of their choice.

The person had complete choice and control of how they spent their times such as what time to go to bed and get up and the activities they participated in.

We observed positive staff engagement with the person where individual independence, choice and control was promoted. For example, we saw the person being supported in activities of their choice.

The provider listened to and understood the person’s needs, views and wishes. Staff responded to the person’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed staff were attentive and supportive to the person’s needs. They provided reassurance when required and were at hand to respond in a timely manner.

Staffing requirements were assessed and planned so enough staff with the right skills were available to the person. Overall, the person was supported by permanent staff who knew them well. New staff had begun training in British Sign Language.

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

Staff completed a range of mandatory and targeted training to ensure they could carry out their role safely and competently and meet the needs of the person living at the service.

Staff had access to policies and procedures to support them such as how to speak up if they had any concerns.

Staff had access to an employee assistance and trauma line, occupational health service, various support groups and access to staff benefits including swimming and gym passes. The provider also had a staff recognition awards scheme.