Right at Home North Leeds, Otley and Wetherby

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. Feedback from individuals confirmed compassionate care. A relative told us, “They are very kind and caring, extremely professional.” A staff member told us, “Ensuring dignity is always maintained during personal care and communicating with them, making sure their privacy is respected.”

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. One person told us, “They take time to establish their knowledge of my personal needs and aspirations and fit their work around those needs.” A staff member told us, “It is really important to get to know each person and take time to know all their needs and preferences, whilst the care plan is so important, it is also really important I get to know them by finding out their preferences and what they enjoy doing by asking, and communicating with them and making sure I both respect and meet their needs.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us that staff encouraged independence and offered choices during care delivery. We saw care plans reflected people’s needs. One person told us, “Encouraging their independence by letting them make their own decisions if they have the capacity to do so, not making decisions for them.”

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 their relatives told us staff provided reassurance and emotional support, responding sensitively to people’s needs. One person told us, “Immediately, or if need be, appointments are made as soon as possible to discuss.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A staff member told us, “They ensure we all provide the best care for our person and provide all the tools to do so. When raising concerns, they will always listen and take any action needed, I feel very confident whistleblowing if I had to.”