Salutem Supported Living 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 inspection we rated this key question good. At this inspection, 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 and their relatives spoke positively about their/ their family members support and the kind and caring nature of the staff team. Staff spoke about people knowledgeably and with kindness and compassion. We observed staff speaking with people kindly and in line with the way they wanted to be communicated with. Staff respected people’s dignity and personal space. They always made sure people were happy with what was happening and how they were being supported. People’s comments included, ‘‘The staff team here are all great and are very kind.’’ and ‘‘I know all the staff. They are all different, but they are all kind and make me happy.’’ Another person showed us how happy they were with their staff by smiling at them whenever they spoke with them about their interests. A relative said, ‘‘The staff are amazing. They know just how to make [family member] feel their best. They understand it is not a care home, but [family member’s] home. It is great to see them so happy and relaxed.’’

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff knew people well as individuals and knew how they liked to be supported. They explained what people’s preferences likes and dislikes were and understood how important these were when supporting people. They knew people’s cultural beliefs and how to respect and support people in line with these. We observed staff supporting people in line with their individual support needs as noted in their support plans. For example, staff knew what people were asking for when they communicated using body language or signing. People were fully engaged and supported to follow their individual likes and dislikes. One person said, ‘‘The staff have taken the time to get to know me and everyone else living here as a person. They talk with me about what I like, and this means a lot.’’ Another person was visibly very happy when staff supported them to choose what they wanted for lunch. A family member told us, ‘‘[Staff] really ‘get’ [family member] and what is important to them. They are always speaking with them and making them laugh, having fun.’’

Staff supported people to be independent if they chose to do this. People’s care plans showed where people needed support and where they could be more independent. We observed staff supporting and prompting people to be as independent as possible, for example by preparing their own food and drink or cleaning their home. The management and staff team were keen to help people increase their independence. People had been supported to access the community more often and improve their independence and confidence. One person said, ‘‘I am not made to feel like I have a disability if that makes sense. When staff take me out, I do everything by myself and if [members of the public] try and talk to staff instead of me they direct them to me instead. I really appreciate this.’’

People were supported to be in control and make choices about all aspects of their care. We observed staff offering choices to people such as what they wanted to eat or how they wanted to spend their time. Choices were offered to people in different ways such as verbally or by using photos and objects. One person happily chose what music they wanted to listen to with the support of staff. The registered manager was working with people who found making choices more difficult to help them plan their days in line with their support needs. A person told us, ‘‘I make choices every day.’’ A relative said, ‘‘We are confident that [family member] is involved and asked for their choices in everything that happens through the day.’’

Staff responded to people’s immediate needs. People did not have to wait for support when they asked for it, and staff were always on hand to support people. Staff noted when people needed more support or if their needs changed and raised this with the management team so changes could be made to their support. We observed staff to be very aware of how people might show they need support and they acted swiftly to help people when they needed it. One relative said, ‘‘Staffing levels are great and there is always someone about to help.’’

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff enjoyed working at the service and felt well supported by the management team. They had regular discussions and supervisions to discuss their job roles and any support they may need. Regular meeting with staff took place to discuss how well supported they felt and any improvements they felt would benefit the service. Staff were supported to develop and progress in their roles if they chose to do so.