Living Well North Ltd

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection of 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.

Staff at the service 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 and relatives were positive about the caring nature of the organisation and staff. Their comments included, “The carers are very approachable and have a very good personality. I can talk and bond with them really well”, “I think the carers have a nice personality” and “The carers are kind and patient and treat [Name] with dignity.”

Staff 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. Some relatives commented, “The staff are extremely good at managing and caring for my relative” and “The carers have got to grips very well with [Name]’s changing moods.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to remain as independent as possible. Some staff knew people well. People’s care plans provided some guidance. However, further information was needed in care plans that detailed the support staff needed to provide and what the person could do themselves to help complete the task and maintain their independence. The registered manager told us this would be addressed.

Staff 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 were supported by most staff that were familiar to them which enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.A relative commented, “The staff have good distracting techniques and have a way, so they are able to engage [Name].”

The provider had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. When accidents and incidents occurred, staff took appropriate action including seeking medical attention. The registered manager had a process in place to review incidents that occurred to identify any trends, patterns and lessons learnt and to share with staff to reduce risks to people.