Parkside

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect.

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 respected their privacy and dignity. We received mostly positive feedback from relatives and people who told us staff were nice, treated people with dignity and were “100% warm and caring.” We were also told, “I trust all of the staff” , “I have no reason to cast any doubt on any of the carers, they are all trustworthy” and, “They are super good with [person].”

The provider did not always treat people as individuals and ensure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We reviewed the daily notes for one person and identified they had not been supported to engage in any activities. There were no records to demonstrate how staff had approached the person about this or supported them to engage with activities that were important to them.

Whilst people’s care records included details regarding their cultural and social needs, people and relatives gave us mixed feedback. For example, we were told one person had informed a member of staff they [person] were lonely, and they [person] had nothing to do. In addition, the person told us staff rushed sometimes and that they were treated, “Sometimes good, sometimes not so good.” A relative told us, “They provide all [person] care and it’s very stabilised”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We identified for one person they were supported with independence. We were told, “They [staff] bank the hours so they can spend longer with [person] when they take her shopping,” and “We have asked that [person] has no male carers at all and no male drivers are allowed into the house. They listened and that doesn’t happen.” We were also told, “If you ask them [staff], they will help.”

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Leaders told us staff contacted them if people’s needs were changing. We were told if staff were running late, staff would contact the office and the office would call the person to reassure them and inform them staff will be “there within 10 minutes.” Leaders also told us they have the correct staffing levels and if staff were running late then there would be another member of staff available. Relatives told us, “If they [staff] are early or late, they [staff] go via the office and they call me” and “[Person] gets more persistent personal care with this company.” Staff told us, “Any delays are communicated to the client,” and they [staff], “Contacted the office for the arrangement of professional input and so other clients care could be rejigged as [staff] was late and preoccupied.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they, “Had enough time for travel and at people’s homes but occasionally may need to spend more time than allocated,” and “Has enough time to get to care at home and to spend with the client.” Staff also told us, “Management is approachable and we can raise topics in meetings,” and “It’s my responsibility as a carer to raise anything of concern or not being right.” In addition to this, staff told us they received a rota and they “had enough time to get to people and to deliver care.” Leaders told us they informed the staff of their rotas in good time, ensured staff were working the correct hours and not doing overtime and staff have access to the policies and procedures. The provider was considering implementing an employee assistance programme for staff to call and speak about concerns such as mental health.