London Also known as Greenwich

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

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 70 (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.

People were supported by staff who were kind, compassionate and maintained their dignity. A relative we spoke with confirmed this with us.

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds. People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

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 were treated as individuals. A care plan we reviewed provided staff with details about the person’s background, strengths, routines and gave guidance on how they preferred staff to meet their personal care and support needs and wishes. People and their relatives had been involved in developing their care plans to help ensure they reflected their needs and preferences. relatives told us they were treated well by staff.

Staff had a good understanding of people’s needs and how to meet them and relatives confirmed staff understood their loved ones needs.

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

People’s care plan provided detailed information about the support they required. People and their relatives were involved planning and delivering care to provide control over their own care and wellbeing.

Care workers understood the importance of supporting people to maintain their independence and to live at home for as long as possible. A member of staff said, “People choose their own clothes they want to wear. We let them make choices and respect their decisions.”

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 and their relatives were involved in developing and reviewing their care plans. People’s health and medical needs were recorded in their care plan, along with contact phone numbers for GPs and next of kin. This meant staff had up-to-date information about how to meet people’s needs. Staff we spoke with had a good understanding of how to support individuals and people told us their needs were met.

Staff completed all required mandatory trainings. For example, first aid, health and safety, adult safeguarding, moving and handling, food hygiene, nutrition and hydration, end of life care, medicine management, and mental health. Relatives told us staff understood how to meet people’s needs.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

On our visit, the registered manager confirmed they had regular formal supervision meetings with staff to discuss the support and professional development opportunities. The staff also confirmed this with us. However, provider did not organise appraisal meetings with staff as per their own policy.

All the staff completed induction training to understand their role and develop their skills. Staff we spoke with were positive about the support they received from senior staff and told us it was a good place to work.

Staff had opportunities to provide feedback and ideas or raise complaints about the service. We saw a sample of staff surveys which showed positive comments included, “The registered manager is always helpful and approachable. I can contact her anytime”, “The registered manager is approachable and supportive. They do not make us work under pressure”, and “Management provide us with equipment’s required. They always listen to our concerns.”