In Caring Hands Wells

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 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’s relatives were positive about the support people received from staff. One relative told us, “Staff are kind and caring.” Staff spoke about people with genuine interest and respect. This meant people experienced support that promoted their wellbeing.

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 supported to engage in meaningful activities. One relative told us, “They [staff] promote what we want for [person] and what [person] wants for herself.” Another relative told us, “[Staff] are always polite, understand [persons] needs and look after [person] very well. Carers are very good with [person] when they take him out into the community and [person] loves it.” Staff told us they supported people to maintain their religious beliefs, for example by supporting them to attend a church service. This meant people maintained their interests and beliefs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One relative told us, "They [staff] are absolutely promoting [person’s] independence." The registered manager told us, "We [staff] try to encourage [person] to walk, using the wheelchair is a last resort, it's important for [person’s] physical health and choice." Staff used communication aids to help people make decisions. One staff member told us, “[Person] will reach for what he wants" and "follow their [people’s] lead." This ensured that people could make choices about their care and had control over their own lives.

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 were supported by a consistent team of care staff who knew them well. Staff were knowledgeable about people’s needs, including how to respond to distress. Relatives felt that people’s needs were being met. One relative told us, “All staff learn [persons] routine. They shadow each other in case they have to cover.” This meant people received personalised care by staff that knew them well.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. One staff member told us, “I am treated very well and have great support.” Staff received supervisions and annual appraisals as well as regular phone calls with the registered manager. Staff regularly communicated with each other and the registered manager. Staff had access to the ‘Employee Assistance Programme’, which is a support service that offers professional advice for work related issues. This meant staff were supported in their roles.