10 The Green

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. Staff treated colleagues from other organisations with kindness and respect.

People had formed positive, trusting relationships with staff, who were given adequate time to complete care tasks in a way that met each person’s preferences, routines, and communication needs.

Interactions between staff and people were consistently kind, respectful, and considerate. Staff supported people in a way that maintained their dignity, while promoting privacy, respect, and independence at all times. One relative commented, “The staff are very kind, understanding and treat the family with respect. We are happy with the carers.”

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.

Staff showed a good understanding of people’s personal histories, preferences and cultural needs, and provided support in a way that respected these. This included recognising and supporting people’s choices around maintaining relationships.

Staff demonstrated a good understanding of the people they supported and spoke about them respectfully.

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

People were supported by staff who understood their social, cultural and religious needs and treated people as individuals. People told us they were supported to exercise choice and control regarding the delivery of their care. Where calls needed to be altered to meet people’s changing needs, efforts were made to accommodate those requests.

People and their loved ones confirmed they were in regular touch not only with care staff but members of the management team as well. Staff recognised the importance of the support networks that were in place for people and made every effort to build relationships and engage with those networks. People told us their call times could be flexible if they asked, meaning they could, for example, attend appointments.

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 were supported by staff who responded to their needs in a timely manner. People and relatives told us care calls were routinely on time, and people were supported by a consistent group of staff who knew them well. Staff remained alert to changes in people’s wellbeing and reported concerns to the management team.

One relative told us, “[Staff] come on time, but if they do run late I get a call to let me know.”

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

Staff were well supported by the provider. Staff had access to all organisational policies and procedures, to ensure they were clear about standards and expectations. A member of staff told us, “The manager is very supportive, I know I can go to [them] with any concerns I may have, and they will do all they can to help me.”

We saw staff received regular supervisions, annual appraisals, and attended team meetings.