Channel Court, Sugar Lookout

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 service’s first assessment. This key question has been rated good. This meant people were well-supported, cared for or 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 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. Relatives said, “The carers are amazing,” “They are just excellent carers” and “Staff are always chatting to him, and he gives them a little welcoming bump.”

Care plans detailed how to maintain people’s privacy and dignity. A staff member described supporting a person with percutaneous endoscopic gastrostomy (PEG) feeding. The staff member told us, “When we go in to the community, I will look for somewhere quiet and private."

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 knew people’s like and dislikes. For example, favourite television programmes or toys. Care plans described what was important to people and their routines.

People’s personal, religious, sexual identity and cultural needs were met. A staff member explained how religious occasions had been celebrated with particular food and clothing. A staff member said, “If they wanted to attend church we do that, if they wanted time to pray, we do that.” People’s preferred pronouns were reflected in their care plan and respected by staff. A staff member said, “People need to be able express their feelings freely."

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Accidents and incidents were reported and recorded. Staff we spoke with knew the procedures to follow. A staff member said, “We have the incident reports in the system, we have to put a detailed description before, during and after. We are debriefed and they have their procedures they follow and go in depth on analysis.” Accident and incidents were analysed and reviewed for patterns and trends and recommendations taken forward. The provider acknowledged where improvements could be made to simplify their systems and tracking of incidents.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Accidents and incidents were reported and recorded. Staff we spoke with knew the procedures to follow. A staff member said, “We have the incident reports in the system, we have to put a detailed description before, during and after. We are debriefed and they have their procedures they follow and go in depth on analysis.” Accident and incidents were analysed and reviewed for patterns and trends and recommendations taken forward. The provider acknowledged where improvements could be made to simplify their systems and tracking of incidents.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Wellbeing initiatives such as supervision and debriefing supported staff. Staff were supported with their work, life balance. Staff members said the organisation was supportive with personal circumstances. For example, when a family member had been unwell. A staff member said, “The support is really important.” The provider shared recognition and compliments with staff. A staff member said, “If there is any positive feedback we always get it. It is nice we are told when we are doing well."