Lancashire HQ

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

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This was the first assessment for this service. We rated the caring key question as good. This meant people felt well-supported, cared for and treated with dignity and respect.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The Duty of Care Policy supported appropriate confidentiality practices and recognised that particular care needed to be taken to ensure that discussions about patients health conditions and needs took place appropriately particularly when in public spaces.

Staff told us that privacy and dignity would be taken into account with individuals. For example, appropriate comfort break stops on journeys or use of the most discrete vehicle. Consideration would be given to individual preference over gender of staff and discretion would be used by staff as to the most appropriate member of the team to sit in the back of the vehicle to support the patient.

We reviewed the services website and saw evidence of positive feedback regarding treatment of individuals with the utmost respect and dignity.

We did not gather enough evidence to report on this quality statement.

We did not gather enough evidence to report on this quality statement.

The service 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.

There was limited evidence available due to a small number of jobs completed. However, we heard examples of how individual needs might be responded to in the moment, for example, ensuring the staff member who had the greatest rapport with the patient travelled in the back of the vehicle for support.

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

Staff we spoke to were happy to work for the service and felt that there was importance placed on the wellbeing of staff. There was a separate staffroom space available for staff to take time out and unwind.

Staff told us there would be a debrief following transportations where restraint had been required.