Pacific and Gold Healthcare Teeside

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 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 relatives said staff treated them well and were kind and respectful. A relative said, “They do treat [family member] well. They will have conversations with [family member] and are very polite.”

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. Staff supported people to be involved and make choices about how they wanted their care. A relative said, “They care for [family member] in a way they and I would like. They know [family member] likes and dislikes.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to participate in activities to promote their wellbeing. A relative said, “Some staff try to play music and do colouring.” Staff understood the importance of supporting people to maintain their independence. A staff member said, “People are treated with dignity and privacy, and independence is promoted as much as possible.”

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 and relatives said staff had time to talk and chat and responded quickly when people gave feedback or needed help. A relative said, “They listen to us if we make suggestions.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff confirmed they received good support, including outside of normal working hours. A staff member said, “Management are approachable and responsive when concerns or questions are raised. There is support available outside normal office hours.”