The Halewood Centre

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 the same. 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 people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
One person told us staff were “brilliant, caring, nothing is too much for them”, while another said staff “spoke to [family member] like they were a person and tried to get them as independent as possible”.
Staff spoke with pride about supporting people sensitively, and described treating people as they would their own family. Compliments data showed a strong positive theme around dignity, reassurance and staff going above and beyond, reinforcing a caring culture across the service.
 

The provider 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.
People and families were kept informed throughout their journey, and staff worked collaboratively with them to agree goals and next steps. Feedback showed people felt listened to and involved, with 1 person described to us how staff supported them to do things for themselves while respecting their privacy and independence.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The service had a clear reablement ethos focused on enabling people to regain skills and confidence and, wherever possible, remain safely at home. People and families reported positive outcomes, including reduced care, increased confidence and successful discharge from the service when goals were achieved.
 

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 described acting quickly to arrange urgent support and equipment. People and families consistently described the service as efficient, reassuring and well organised.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff feedback reflected a positive and supportive culture, with approachable leaders, regular supervision and access to training. Staff consistently described feeling valued, listened to and supported, including with their emotional wellbeing following challenging situations.
Staff spoke positively about induction, development opportunities and progression within the service, and described strong teamwork and shared values. This supported continuity of care and helped ensure people received compassionate, consistent support from staff who understood their needs.