ivolve Suffolk Supported Living

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 newly registered 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were supported in a kind and compassionate way. We observed warm and respectful interactions, staff knocked on doors before entering and protected people’s dignity when delivering personal care. One person told us, “I like living here and [Member of staff] is nice to me.” Relatives told us that staff were generally kind to their family member. One told us “I can see how good they are with [the person] and how much [the person] likes them, which makes me happy.”

People were supported by a consistent team of staff who knew people’s life histories, backgrounds, likes, dislikes and personal preferences. People were treated as individuals with different interests and preferences. However, it was not always clear what goals and aspirations people had and how these were being translated into day to day support. A number of relatives told us that they would like to see their family member leading a more active and fulfilling life. Comments included “[My relative] needs more encouragement from staff…and I don’t think my relative is getting out enough.” and “[My relative] needs to go out more” One relative told us, “They’ve previously talked about holidays and trips but that hasn’t happened unfortunately.”The provider told us that they were making improvements to activity levels and improving how goals were planned and reviewed.

The provider and staff promoted people’s independence, so people knew their rights and had choice and control over their own care. For example, we observed picture cards being used to support one person to make choices about their diet and activities. One relative told us, “They have learnt how to get [my relative] to understand choice and how to support them to make better decisions,…like with their diet.”

The service promoted people’s independence in daily living. We observed one person being encouraged to go up to a cupboard and choose what they wanted to eat. Another person being supported to cut vegetables using a specialist knife.

The staff responded to people’s immediate needs, and they knew and understood people well. They were able to identify when people were in pain or distressed. There were clear plans and guidelines to identify how people communicated. Staff discussed these guidelines with each other. They explained how they responded when people had seizures or became unwell.

Care records confirmed staff gave appropriate support. The manager told us they regularly checked care records and completed observations to make sure support was provided in a timely way. This included regular auditing.

The provider cared about and promoted the wellbeing of their staff. Staff raised no concerns about their well-being and their working hours. Staff were clear about the systems in place to speak up and had access to regular team meetings and supervisions. They said they were in regular contact with the manager who listened and acted on any concerns. They told us that the area manager was also a regular visitor and knew all the staff.

Staff told us they worked well as a team to deliver safe and effective care.One told us, “We have supportive colleagues, and we work well together.”