Sorted Healthcare Hampshire

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. A relative told us, “[The person] loves their carers” and explained this was because of staff’s behaviour and attitude towards the person which was caring and respectful. Another relative commented, “[Staff] are very caring” and explained how staff ensured they provide support to prevent social isolation and to support person’s wellbeing in the face of significant changes in their life and abilities. Staff spoke about people in caring way and used expressions such as “respect”, “patience”, “our caring ability should be top notch”, “our presence should uplift [people]”, “trust is important”, “we build a relationship.”

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. A relative said, “[Staff] definitely pay attention to preferences and wishes [of the person].” Another relative told us, “[Staff] are so polite and caring, really do seem to care and treat [person] with respect as an individual.” Staff could explain how they supported people taking into consideration their individual needs, wishes and preferences. People’s likes and important information about their life stories were included in their care plans.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A relative said staff were “courteous, polite and patient-always. We see warmth and professionalism when we interact.” Staff could explain how they involved people in their care and ensured people were in control. The registered manager monitored staff’s practice and addressed additional support needs with staff who required further development to better respond to people’s wishes and requests.

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. A relative said, “[Person] built a very good rapport with their carers. Carers that [person] has now are particularly good.” Staff stayed the required amount of time to ensure people’s immediate physical and emotional support needs were met. When needed, staff informed the registered manager and stayed with people for longer, for example, in emergencies, to ensure they had adequate support. The registered manager re-arranged the care visits schedules when needed or increased individual support to ensure people’s changing needs were met timely.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A member of staff told us, “[The registered manager] is very supportive. She asks about how I am doing, how I am finding the job. She makes sure we have our breaks. She tries as much as she can to make the job easier for us. She looks after us.” A senior staff member said, “We treat [all staff] like our family. We work in a cooperative manner.” The registered manager ensured staff were provided with practical help around the day-to-day needs, when needed to support them to enable them to fulfil their roles well. This included ensuring staff had access to regular refreshments, food or received support around accessing services in their local community.