Silverberry Care Kenilworth

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 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 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 described staff as helpful, caring and patient. Comments included, “[Name] likes them (staff) and they are very good with them, very patient and kind,” and “Excellent ladies and gentlemen, so very kind.”

Staff were respectful of people’s individual circumstances and spoke about people with empathy and understanding. One staff member told us, “The most important thing is the special relationship you build. You get to know the person and what they have been through, and then you can talk to them and support them more. It is about putting their needs to the front so you can support them well.” Another staff member commented, “If we know the person outside of their condition, then we are going to provide better care, and it does show in the relationships we build with people. We have some great working relationships.” A third staff member told us they promoted people’s dignity by, “Understanding their ability and not inability.”

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.

People were treated as individuals because staff knew them well. Staff knew about people’s likes, needs, dislikes and preferences. Staff told us they sought this information from people and their families to ensure they respected their wishes. Relatives commented how well staff treated people. One said, “They (staff) are very good with [Name].” Another said, “They all know what to do [Name] can be really difficult, …. but they know what to do.”

The registered manager told us that, where possible, staff were matched to people based on their specific cultural needs and interests. The registered manager told us, “We are always making sure we are culturally sensitive and staff matching is important for us.” They gave the example of matching staff who shared the same faith as a person they supported. A senior member of staff added, “When the client is expecting the carer, there should be happiness. I also want the carer to look forward to seeing the client.”

Staff understood and respected people’s different cultural backgrounds and beliefs. One staff member explained how they enjoyed preparing meals that were reflective of the person’s background and personal preferences. Other staff members commented, “If I am caring for client A and client B, the approach will be different” and “You need to understand we don’t come from the same backgrounds and do things the same way. You have to really understand the person, because if you don’t, then it won’t work. Everyone is different in their own way and so am I.”

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

People and relatives spoke positively about how staff supported people to maintain their independence. A relative told us how staff took their relative to a day centre so they could independently participate in the leisure activities and would then drive the person back home.

Staff supported people to continue doing things that were important to them. For example, 1 staff member supported a person to attend their local gym. Another staff member supported a person to attend their work placement.

Staff told us they respected people’s right to maintain control over their day-to-day care. One staff member explained, “[Name] gets into a set routine, and I work with that because that is what I would like. It is their house; I am just there to help and support them.”

Staff supported people to do as much for themselves as possible. One staff member told us, “Care is not just about doing it for the person but doing it with the person. It gives them that sense of belonging, that they have not lost control and they can still do some things for themselves. I can encourage [Name] to do some things for himself, but when I can see him struggling, that is when I step in, I am doing it with him rather than for him.”

Care plans and risk assessments provided some information about how staff should support people’s independence to ensure people’s choices and wishes were respected.

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.

The registered manager described how the service had some flexibility to help support people who may have an immediate need of help. The registered manager worked with people and staff to ensure any variances in call times due to an immediate need could be accommodated where possible.

People told us how the service had been flexible to meet people’s immediate need. For example, 1 relative told us how they needed extra visits for their family member to address their changed needs. Despite there being a delay for this to be approved, staff carried out the visits. The relative told us, “Because they cared about [Name] and were worried for them if they didn’t come and do it (care calls), so kind.” People were provided with contact numbers for the service they could use in an emergency.

Staff told us they spent time talking with people so they could understand their needs on a day-to-day basis. One member of staff explained how they had changed the routine of 1 person’s care call after the person had presented as being more tired than usual. They added, “I said ‘I am here for personal care, but let’s put that to one side and I will give you some time to rest,’ I felt if I was in their situation and all alone and not feeling okay, I would want someone to come in with a smiley face and show some concern.”

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

Staff spoke positively of working for the service. Staff felt valued and told us their wellbeing was promoted through flexibility in their working practices. One staff member told us their preferred working hours were respected, and they had not been asked to cover calls outside of those times. Another staff member told us there was flexibility to support their caring role outside work. A third staff member told us, “For me, that work life balance is good.”

Staff were able to discuss issues that may impact on their wellbeing during individual staff supervision meetings which took place regularly. The registered manager also made themselves available to staff to support them with any immediate need.