Disability Action Yorkshire

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 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 spoke about people in a kind and caring way. They spoke respectfully about people they supported. A staff member said, “We have really nice customers. Helping people and seeing them smile is nice.”

People told us staff were friendly, caring and kind. One said, “All carers have been friendly.”

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 knew people really well. They respected and valued people’s individuality and treated people with respect. A staff member spoke about the difference moving into supported living had made to individuals, and their opportunities for doing things they wanted to.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff demonstrated they understood the importance of promoting people’s independence.

People’s personal, cultural, social and religious needs were understood and respected. Staff spoke with pride about people’s achievements. One staff member said, “[Person name] makes their own decisions. I just support [person] as they want. We don’t choose; [person] does.”

People told us staff listened to them and respected and promoted their independence. People said, “Carers help me with tasks that I can’t do… the carers are confident” and “My opinions and views are listened to on a regular basis.”

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’s support was tailored and arranged around their individual care and support needs. There was also ‘background’ support available should people need urgent support outside of their usual support hours. One person said, “There is cover in place in an emergency and I don’t have to worry in that respect.”

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

Staff spoke very positively about the culture of the organisation and the support they got from managers. Staff members said, “We get lots of support. We can ring the office any time” and “They [managers] don’t force you to do things. They listen to you and adjust things if you need. They explain things. They are fair.”