120 Harrowdene Road

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.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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff consistently showed a good level of professionalism and understanding throughout their interactions with people. We observed people were engaging well with staff and seemed relaxed.

Staff knew the people they supported and there was good knowledge about the people who received support, and their needs, throughout the service. Relatives told us staff were kind, caring and thoughtful.

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.

We were invited to see people’s rooms within the service. It was clear to see input the people had on the décor in their bedrooms. Staff treated people as individuals and adapted their communication style according to each person’s preference.

A member of staff said, “Everyone has a different style of communication and have their own unique way to communicate, and we must get to know and understand this.”

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

People were supported to have independence, choice and control in all aspects of their care and support. We observed people make choices about what activities they wanted to engage in and which places they wanted to visit.

Staff supported people to develop and maintain independent living skills around cleaning, shopping and cooking in line with the needs identified in care plans. People were encouraged to do tasks for themselves where possible, with staff offering assistance only when needed. This helped people remain actively involved in decisions about their care and daily routines, in line with their abilities.

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.

We observed members of staff supporting people appropriately and in line with their care plans and assessed needs. Where people needed additional support, this was in place.

Staff were knowledgeable about each person and could describe their needs, including how any of their cultural needs were met. We observed lots of very positive interactions and found 1:1 support was provided in a very considerate and compassionate manner which was unobtrusive.

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

Staff told us they received supervision and training to support them in their role. They felt confident to raise any concerns with managers and believed they would be listened to and their concerns acted upon.

Staff told us that the team worked well together and morale was good, with a sense of shared purpose and pride in supporting people.