London Borough of Ealing

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.

People were treated with kindness, compassion and respect. They had good relationships with staff who treated them well. Comments from relatives included, “The staff are humble and caring. They do not see this as a job, they treat [person] like a parent”, “Staff always ask [person] how [they] are and have conversations that [person] really enjoys” and “They don’t just come for a job, they give extra special care.”

Staff spoke about people in a respectful way. Their comments included, “I like working with [person] and we get on with each other” and “[Person] is kind and friendly. We have chats and we advise each other.”

People’s preferences for the gender of their care workers were respected. Relatives told us staff respected people’s privacy and dignity when providing care.

People were treated as individuals. Their cultural, religious and language needs were assessed and planned for. People were supported by staff from the same cultural background and who could speak the same language. Relatives told us this was important. A relative commented, “It really helps having carers from our culture and background.” Staff supported people to attend places of worship, to eat culturally appropriate meals and to worship. The registered manager recorded people’s hobbies, interests and things that were important to them in care plans. Relatives confirmed staff spoke about areas of people’s interests and helped them to access music, television and books relating to their interests.

People were supported to be independent when this was their choice, and it was safe for them. The registered manager discussed people’s abilities with them and their relatives. Information about these were recorded in care plans. People were supported to make choices about their care and how they spent their time. Relatives confirmed staff respected choices. They told us staff offered informed choices and provided guidance to help people.

Staff responded to people’s immediate needs. People and their relatives told us staff were attentive and responded well when people’s health or care needs changed. Staff understood how people expressed distress and communicated their needs. A relative told us, “I am very happy they give good support and are willing to listen to feedback and make changes if needed.”

The provider supported workforce wellbeing and enablement. Staff told us they felt well supported. They had opportunities to speak with managers for support and advice. They felt there was good teamwork. They had support to develop their skills and learning. Comments from staff included, “I feel supported all the time. If I have a question I can ask”, “I have regular contact with my manager and if I ring or message, [they] contact me right back” and “I am supported by the agency. I meet with the [registered] manager at least twice a week.”