YourLife (Shirley)

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 consistently spoke positively about the caring and compassionate approach of staff. One person told us, “The staff are absolutely fantastic. They look after me well. We have a laugh and joke…The staff soon cheer me up…. I wouldn’t want to be anywhere else.” Staff gave examples of taking time to understand people’s emotions and provide reassurance when they were anxious or upset. One staff member told us, “We will take our time, even if we go over the time…That’s what matters to me.” One person we spoke to shared, “Sometimes my care routine is not as quick as it can be, but no one rushes me.”

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 person told us, "The staff know me well as a person. I have a rapport with them all." Care plans contained detailed information about people's relationships, preferences and the items that provided them with comfort and reassurance. For example, one person's care plan highlighted the importance of their family and described treasured possessions that should be treated with care and respect. Care plans also considered people's cultural and religious needs. Staff demonstrated a good understanding of people's life histories and individuality. One staff member said, "When I hear their story, I hear they have grown up in different ways. It really helps my understanding of them as a person and that we are all from different backgrounds."

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

Staff described working alongside people to build their confidence and daily living skills rather than completing tasks for them. One staff member explained, “I ask if [the person] wants to do it themself,” and described how a person was supported to gradually regain independence with personal care, dressing and preparing meals. As the person's confidence increased, they were able to complete these tasks independently. This demonstrated a commitment to promoting choice, control and independence in everyday life. One relative shared “[the person] has improved to the point they don’t need as much support thanks to the staff”.

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.

The service responded promptly when people's needs changed and ensured relevant information was shared with staff through reviews, handovers and communication systems. Relatives spoke positively about the support provided during periods of illness and increased need. One relative described how staff worked closely with them and planned support following a hospital admission, saying, “We didn’t know where to turn... the manager was amazing. The staff know their stuff.” People valued the support they received, with one person telling us, “The girls have done everything they can to make me comfortable. They have kept me going. I would be lost without them.” Another relative told us it was never a “struggle to find a staff member” when support was needed. Care plans were updated to reflect changing circumstances, and staff acted quickly to identify and respond to emerging concerns.

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

Regular supervisions, appraisals and one-to-one meetings were used to discuss performance, wellbeing and development needs. One staff member said, “Without my appraisal I wouldn’t have progressed,” while another described supervision as an opportunity to discuss “any concerns, anything I'm struggling with, any improvements.” Staff consistently spoke positively about the culture within the service. One staff member told us, “Everyone is friendly and supportive,” and another said, “We get along with everyone... everyone is so helpful.” The provider also promoted staff wellbeing through regular communication, recognition schemes and employee support initiatives.