hcs 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 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 Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Members of people’s support teams were kind and caring. They knew people they supported and were able to communicate with them effectively. For example, a support team had learned a person’s own, unique language so they were able to understand and support the choices the person made. People were able to live independently with their core staff support team. We saw clear evidence people had made improvements since coming to the service and the support provided enabled then to make sustained improvements as people’s confidence and independence continued to develop. A family member told us, “[The members of staff] are special people in [person’s] life and in ours too. [Person] is living their life with opportunities we never thought possible and they are happy. We are so grateful. Long may it continue.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met their needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. One person, for example, was the first person to move into the service and they initially thrived as the sole focus of the provider’s attention for 3 months. When more people joined the service over the next few months, it caused the person some anxiety. Through understanding and support, the provider helped the person navigate this transition and addressed their fears of losing their support team. The provider engaged in open conversations with the person about their core team and empowered them to choose who would accompany them on his transition journey. This process significantly reduced their anxiety and enabled them to foster positive relationships with their staff support team. The person took an active role in recruiting new staff team members and confidently interviewed candidates about what truly mattered to them. When the person became hesitant about walking to college due to discomfort in their legs, the provider worked with the person and their family to find solutions. Together they identified and sourced a mobility car and this proactive approach has reignited the person’s passion for college and they now attend regularly. It has also enabled them to participate in walks along the coast, enjoy the experience and the thrill of escape rooms in Sheffield and supported the planning of a holiday where they will volunteer on a steam train. A member of staff told us, "People are supported to access activities and the local community by first understanding what they enjoy, what they are interested in, and what goals they have around independence, health, and wellbeing. I work with them to plan activities that are meaningful and suitable for their abilities and preferences, whether going for a walk, attending social clubs, appointments or doing shopping. I provide the right support to help them take part by encouraging them and reassuring them to do as much as they can for themselves, while being there to assist when needed."

The provider was exceptional at promoting 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 choice and control about their care and support. We observed this in practice and people told us about choices they made. One person said, "I play FIFA with [members of staff] and I go out night clubbing." The provider worked with a person and helped them to find a voluntary job. The confidence they had developed through the support from the service enabled them to approach a local farmer at a fruit picking farm and ask if they could help as a volunteer. The farmer was very supportive and welcomed them as a volunteer. The provider carried out risk assessments and worked with the person to set out clear expectations. Following their first day, the person was proud of their achievements and shared the news with their family. This experience helped lay a crucial foundation for the person’s journey towards independence and employment and the provider has committed to support the person to achieve their dream job at an airport and assist them to achieve the appropriate qualifications, gain the necessary experience and continue to develop their confidence in preparation for job interviews. Members of staff confirmed they respected people's choices, "If someone refused care, I would respect their right to make that decision, as everyone has the right to choice and control over their own care. I would stay calm and supportive and try to understand the reason for their refusal. I would offer reassurance and explain the importance of the care in a clear and respectful way, and check if there is an alternative approach or a better time to try again. If the refusal continues, I will record what happened, including what was refused and why (if known), and what actions I took. I would also report it to my manager especially if the refusal puts the person's health or safety at risk. In some cases, family members, an advocate or a health professional might be involved to support the individual in making an informed decision."

The provider was exceptional in how they 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 received dedicated support to attend college throughout the day. People made their own choices and decisions about their own daily routines and the provider was responsive to people's changing needs and supported them do whatever they want to do. One person who had recently moved into the supported living service had experienced significant growth in independence and wellbeing. With the support of their staff team, they had established daily routines which provided comfort and consistency. They regularly went shopping with support staff. This was an activity they enjoyed and which helped build their social and life skills. They had enrolled in college, where they participated in a tailored programme designed to support learners with disabilities. The stimulation, social interaction and sense of routine had all contributed positively to their mental and emotional health. The impact of timely and person-centred support resulted in more fulfilling lives for people. They were engaged in the local community, learning new skills and surrounded by people who understood them and supported them to achieve positive outcomes in response to their identified needs.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The wellbeing of members of staff was monitored and supported by the provider. Lone worker risk assessments were in place and members of staff received regular supervision and support sessions. The provider paid members of staff above the national living wage and there was a positive working culture shared by both the staff team and the management team.