Aura Supported Living Ltd Also known as Head Office

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.

The provider treated people with kindness, empathy and compassion and promoted their privacy, dignity and independence. People consistently spoke positively about the attitudes and approach of staff, describing them as kind, friendly and caring. Staff took time to build meaningful relationships with people and showed genuine concern for their wellbeing.

People told us staff recognised when they were not feeling their best and responded sensitively to their needs. One person said, "The carers notice when I am off colour and I always get a call later to check on me." This demonstrated staff knew people well and were attentive to their emotional and physical wellbeing.

Relatives also spoke highly of the compassionate support they received from staff. One relative told us, "Staff know my family situation and support me any way they can, they are so understanding and empathetic of our circumstances." Feedback demonstrated staff treated people and their relatives with kindness and respect, creating a caring and supportive culture where people felt valued, listened to and understood.

The provider treated people as individuals and ensured care and support reflected their unique needs, preferences and circumstances. Staff took account of people's strengths, abilities, aspirations, backgrounds, culture and protected characteristics when planning and delivering care. People were supported in ways that promoted their independence and recognised what was important to them as individuals.

Staff demonstrated a good understanding of people's preferred methods of communication and adapted their approach to ensure people were able to express their views and wishes. Relatives told us staff knew people well and were responsive to their individual needs. One relative said, "My [relative] can only speak a few words and they are often random, however [staff] always seem to know what they are conveying and support them with what they are asking for."

This showed staff had developed meaningful relationships with people and took time to understand their unique communication styles, enabling them to provide personalised support that respected people's individuality and promoted positive outcomes.

The provider promoted people's independence and ensured they had choice and control over their care, treatment and wellbeing. Staff worked alongside people to maximise their independence while providing support tailored to their individual needs and preferences. People were encouraged to make decisions about their daily lives and were supported to exercise their rights.

People told us staff focused on helping them remain as independent as possible. One person described how staff had received specialised training in the use of their mobility equipment, which enabled them to continue moving around their home safely and independently. This demonstrated the provider's commitment to ensuring staff had the skills and knowledge needed to support people in achieving outcomes that were important to them, while maintaining their independence, dignity and quality of life.

The provider sought to ensure staff listened to and understood people's needs, views and wishes so they could provide responsive and person-centred support. People consistently told us staff responded promptly to their needs and understood what was important to them. Care plans outlined the outcomes people wanted to achieve through their support and people told us these goals were being met.

However, as outlined elsewhere in this report, staff did not always complete daily records in a timely manner. This meant the provider could not always demonstrate through written records that people's needs had been responded to and met at the time support was provided. While feedback from people indicated staff were responsive in practice, improvements were required to ensure records accurately reflected the care and support delivered. The registered manager acknowledged this issue and had begun taking steps to improve the timeliness and quality of record keeping.

The provider demonstrated a commitment to promoting staff wellbeing and creating a supportive working environment that enabled staff to deliver person-centred care. Staff told us they felt valued by the management team and were able to access support, guidance and advice when needed. There were opportunities for staff to raise questions, discuss concerns and receive feedback, which included regular team meeting and supervisions.

Staff spoke positively about their experiences of working for the service and the support they received from managers. One staff member said, "Overall, my experience has been positive. The office team has been approachable and supportive, and the manager has communicated with me well throughout my induction and early period with the service. I have felt able to ask questions, and any queries I have raised have been responded to in a helpful and timely way."

Another staff member told us, "Aura is a fantastic company to work for. The management and whole team are supportive, knowledgeable and have excellent communication."

Feedback from staff demonstrated they felt supported, listened to and equipped to carry out their roles effectively.