AYS Care

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

Staff consistently showed a good level of professionalism and understanding throughout their interactions with people. We observed people were engaging well with staff and seemed relaxed.

Relatives told us that they found staff to be very caring and kind towards their family member. One relative said, “Since the beginning it has been consistently good care, staff are very friendly, open and transparent.” Another said, “I have good updates from the registered manager, and the staff are very friendly. There are no negatives."

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.

One staff member said, “I treat each person as an individual, respecting their culture, beliefs, preferences, and abilities. I know each person has a choice and is independent. For example, one supported person wishes to access the community freely when they choose, and we always open the door whenever [person] wants to leave the home. Others prefer to be indoors, we respect their decision but also encourage them to try and interact with the community. I promote equality and dignity in all interactions to ensure no one feels excluded because of their differences.”

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

Reviews of people’s care were undertaken, and people and relatives were actively involved. Staff understood person centred care and were able to explain how they ensured people were given choice and control in their lives. Staff spoke positively and warmly about people and gave examples of person-centred care.

One staff member said, “I am inclusive, I include them in everything and offer opportunities. I go at their speed. For example, I support [person] to access the community, they often become anxious, so I go slowly and when the person is ready, we return. Sometimes this might only be a walk around the garden depending on person’s choices.

Another staff member said, “I focus on treating everyone individually and having a person-centred approach for everyone, by promoting their independence, choice and wishes.”

People were encouraged and assisted to manage their daily routines, particularly in how they chose to spend their time and places they went within the community. People were also encouraged to participate in routines such as baking and household duties.

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 visit we observed staff knew people well and could anticipated people’s needs and therefore people were not left waiting. Staff were on hand and approachable. People’s call bells were not ringing and we did not observe any concerns in this area.

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

Staff told us that they felt supported by the registered manager and that the culture was open and staff were encouraged to speak up. One staff member said, “I was made to feel very welcome here by staff and supported people, nothing is too much trouble for the manager. I have monthly supervision and when I first started it was weekly.” Another staff member said, “I receive support from the manager, our wellbeing is carefully monitored, and I was provided flexible working at my request.”