Advance Newham Domiciliary Care and Supported Living Services

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 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 people with kindness, empathy and compassion and respected their privacy and dignity. The registered manager told us how they carried out observations of staff practice and used spot checking as a way of ensuring people were treated with kindness, compassion and dignity. They went on to add, “I do spot checks in the middle of the night as well, staff are fine with this, they know that I am doing this to support them.”

A family member we spoke to told us they felt the service was caring, they said, “I would recommend this place to anyone who was looking for somewhere for their relative to live.” When asked if they thought the service was caring another relative told us, “I am ecstatically happy. You cannot beat these people, the care they offer to [relative] is so good, they are brilliant.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People were spoken to in a respectful way and treated as equals. We saw warm engagement between staff and the people who lived in the service. The conversations we heard were clearly between people who had known each other for a long time. Families we spoke to talked about how happy they were with how their loved ones were treated and how between themselves, their loved ones and that staff, it felt like one big happy family.

The provider promoted people’s independence, so people knew their rights and had choice. People were encouraged to be independent, but they understood they would get support when they needed it. One person told us, “I don’t like cooking, the staff help me, I can chop vegetables, and I can make a stew, but I get staff to help me with other things.” People were supported to make everyday choices such as the clothes they wore. For some people supported in the service this was a significant achievement.

The registered manager told us how they supported a person to be comfortable with being appropriately dressed in social situations and how this had impacted on their ability to do such things as going out. Through extensive work undertaken by the staff team requiring a great deal of consistency and patience they were able to get the person to a point where they felt able to be wear clothes which had greatly enhanced their independence and their quality of life which included going on a holiday for the first time.

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. During our visits we saw interaction by staff responding to people as they expressed their wishes and needs. Staff knew people well and understood how they communicated making it easier for them to address people’s immediate needs.

The provider cared about and promoted the wellbeing of their staff and supported them to consistently deliver person-centred care. Staff told us they enjoyed working for the provider and they felt supported. A staff member told us about how the provider recognised good practice which was in line with the organisation’s values. We learnt there are various categories staff could receive nominations for in recognition of their achievements. We also heard about the generous incentives the provider gave to celebrate events such as Christmas.