Central House

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection 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 and their relatives were positive about the caring approach of staff. Relatives praised the staff who supported their family members. A relative said, “They respect my relative and treat them with dignity at all times.” Another relative told us, “Carers are very good company” and “go the extra mile” when needed. Staff told us they demonstrated empathy during personal care, used appropriate boundaries, and adapted their communication sensitively, giving people space, knocking before entering rooms and maintaining privacy during care. People felt comfortable expressing needs because staff spoke politely, took time to listen and understood when people struggled with communication.

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.

Staff had access to information about people's culture and background before working with them. People told us they had regular carers who knew them well, which helped maintain familiarity and reduce anxiety. Relatives consistently said carers were flexible and adapted support to personal routines, such as adjusting visit times to meet changing needs. One relative told us the carers “are very accommodating” and “change the visiting hours to suit our needs”. Staff recognised differences in people’s personalities and communicated in ways that helped build trust. People felt their personal preferences were understood, and relatives said carers were patient and respectful of cultural and individual differences.

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

People said staff encouraged them to do as much as possible for themselves, including personal care tasks, with their mobility and taking part in meaningful activities. Staff described giving people time, offering choices and explaining each task before providing support. People confirmed they were asked for consent and felt in control of how their care was delivered. People consistently reported feeling supported to maintain independence and autonomy.

People and relatives told us staff took time to get to know them. Staff worked in a person‑centred way, asking for consent, respecting privacy and dignity, and adapting communication for people with dementia or communication difficulties. They encouraged people to remain as independent as possible, for example by prompting them to wash, dress or mobilise safely.

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 and relatives told us staff were responsive and communicated and interacted with them in a kind and compassionate way.The provider always responded to people’s immediate needs and ensured care was delivered in a timely and organised way. People told us staff were reliable, and the service communicated promptly when delays occurred.

Staff were described as proactive in reporting concerns about people’s mood, behaviour, skin integrity and changes in health. Records showed staff used the electronic system to log notes, report incidents and escalate concerns to managers. The provider ensured responsive actions, including involving other health professionals when needed. Records showed care plans and risk assessments were reviewed, and people felt their changing needs were acknowledged.

The provider cared about and promoted the wellbeing of its staff and supported and enabled staff to always deliver person-centred care. Staff said they were well supported by the provider and told us their wellbeing was taken seriously. Staff were able to take time off and have breaks to ensure they were able to carry out their work to the best of their ability.Staff reported feeling respected and treated equally, with opportunities to discuss concerns at meetings. A staff member said, “I am treated well by the management team. It’s a nice working environment.”