Archived: 1 Southdowns View

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• 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. The management team told us how they are flexible with people’s call times and change if people request. For example, if somebody had chosen not to go to bed at a specific time. One person told us: "All care is provided with dignity and respect." Another person told us, “They are very kind people and will do anything I ask."

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The deputy manager explained how they analyse any accidents and incidents to look for patterns or trends. This included any accidents involving staff. Relatives told us, “[Name] is very safe, and we have had no complaints or incidents that have caused any concern." Another relative told us, “The carers are well trained in manual handling and there have been no accidents."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff worked with people to promote their independence. Staff told us, "Independence is really important, all about how much they're doing so much for themselves, making choices and encouraging them." One person told us, “They encourage me to keep my independence and don’t take over."

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 told us how staff were always on time, and they never felt rushed. One relative told us, “With regular reviews of their care the company are quick to respond to changing need and allocate additional calls when necessary." Another relative told us, "They are punctual. She is never rushed as there is enough time for the carers to do all tasks." One person told us, “I never feel rushed, and they always arrive, never missed a call."

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. The management team told us how they offer flexible shifts to work around staff family commitments. Staff told us, "They are very supportive, they're great." Another staff member told us, "My car broke down recently and [registered manager] lent me the company car. They're very good." Another staff member told us, “Well to be honest whenever someone is broken down or had an accident [the management team] have always come out to the rescue, not all companies would do that.” Another staff member told us, “I think one that stands out to me personally was the time I had broken my arm on the ice.[Registered manager] came out to pick me up and take me to the minor injuries unit and the round was covered very quickly in my absence thanks to the team.”