Bury Council - Falcon & Griffin Extra Care Scheme

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.

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.

Staff knew people well, and interactions with people were seen to be warm and friendly. People said their privacy and dignity were respected. We were told, “They [staff] treat me with respect and dignity,” “The door is always unlocked, but they knock on the door first and I will shout come in” and “I can’t fault them [staff], they are definitely kind and good.”

People’s relatives were also complimentary of the staff and the kindness shown to their family member. One relative told us, “[Person] received truly outstanding care that upheld his dignity at every stage. The staff consistently treated him with respect and patience, ensuring he felt valued and comfortable.”

Feedback from agencies involved with the service was consistently positive about the standard of care provided. Staff were described as welcoming, respectful, and genuinely invested in the well-being of tenants.

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’s care plans were personalised and contained information about their individual wishes and preferences. Staff spoken with had a good understanding of people’s needs and wishes and treated them as individuals.

The relative of one person said, “They helped [person] without them feeling like they were a burden. They listened to [person]’s stories with interest. [Person] felt they were genuinely interested in them and their well-being.”

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

People were encouraged and supported to have choice and control over their day-to-day routines. Staff spoke about how they sought people’s permission when offering support and explained to them what we are doing. The relative of one person spoke about their family member maintaining control over what information should be shared with them. They told us, “The communication is outstanding, making me aware of any concerns [person] wants me to know about, but also respecting their wishes when they don’t want me to know.”

A professional involved with the service also told us, “A client of mine required increased support, and the team responded with compassion and flexibility, ensuring their needs were met while maintaining their autonomy and choice.” Another professional commented, “There’s also a clear effort to promote engagement and inclusion through communal activities and events. Tenants are encouraged to participate, and staff support them in doing so in a way that respects their preferences and abilities. This contributes to a strong sense of community and wellbeing.”

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.

People told us staff helped them access external health care services and support when they needed it. People and their relatives told us, “They would call a doctor for me, you don’t have to do it for yourself. They also phoned for an ambulance for me,” and “[Person] was quite poorly last year; the staff were very good at looking after her.”

Staff demonstrated a good awareness of people’s health care needs and how to respond in meeting their current and changing needs. Feedback was received from a social care professional involved with the service. They told us how staff had responded to support the changing needs of a person they supported. We were told, “When it became clear that [person] needs exceeded what could be safely managed in-house, the staff appropriately engaged an external agency.”

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

Staff told us the managers helped them to feel happy and safe at work. One staff member spoke about the additional support they had received from managers and staff to help them settle and develop in their role. Another staff member said, “I love it, best job I’ve had, no 2 days are the same, really good teamwork.”

The managers confirmed they spent time with staff discussing their work and used team meetings and supervision to reinforce the values of the service.