Yourlife (Taunton 2)

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

This is the firstassessmentfor 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 told us they felt valued and cared for. One person said, “The carers know me well, and I have a good chat with them when they come in – they feel more like friends.” Relatives described the service as “excellent” and praised staff for being professional and friendly.

Feedback from people and relatives was consistently positive. Staff confirmed their understanding of dignity and respect.

People and relatives said staff were very professional, mature, knowledgeable and friendly, and that the registered manager was “brilliant” and “always approachable.”

A healthcare professional working with the service told us; “I have found the service to be exceptionally caring and adaptable.”

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.

Care records contained detailed information about people’s likes, dislikes, routines and personal histories. Staff told us they read care plans and asked people how they wanted things done at each step.

People confirmed that staff adapted care to their wishes, for example supporting preferred shower routines or meal choices.

Relatives highlighted that staff encouraged independence and respected individuality. One relative said; “My [person] is not as good as [they] used to be but is still very independent. The carers have got to know [person] well and have recently suggested additional care for [them] and include some general cleaning.”

One person told us; “They all know me, and what I need. I have a nice chat with them all and get to know their families as well.”

The provider also considered cultural and religious needs, asking regularly if people wanted changes to their care.

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

People told us they were encouraged to do as much as possible for themselves. One person said, “I dress myself, but if I wanted them to, they will help me.” Staff described how they promoted independence during personal care and meals. People were involved in decisions about their care

One relative said, “The carers do encourage [person] to do more for [themselves].” Another told us; “[Person] still wants to do everything [themselves], and the carers work around that.”

Care documentation included information about how people wanted to be supported to maintain independence and achieve personal outcomes.

The provider listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff acted quickly when they noticed changes in people’s health. For example, one relative told us, “One morning they noticed her face had a little droop, they called 999 and stayed with her in the hospital – so good to have that service.”

Another person said, “They noticed that I had a blister and they contacted the doctor for me. I was seen the same day.”

Staff effectively used equipment such as a lifting cushion to assist people safely after a fall, reducing waiting times for emergency services.

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

Staff consistently reported feeling valued and supported by the registered manager.

One staff member said, “I can honestly say that my manager is the best one that I have ever had the pleasure of working with. Very approachable and helpful.” They also told us, “I feel supported by the team in all aspects and feel completely comfortable with going to my manager to discuss any issue.”

The registered manager told us about various support systems the provider made available to staff. They also provided examples of support they offered individual staff members, for example with health and wellbeing and personal circumstances.

The registered manager support staff to develop professionally by encouraging them to enrol in professional qualifications offered by the provider. They also proudly spoke to us about some internal promotions which were taking place during our assessment, with staff being successful in roles such as duty manager and estates manager.