Herewards House

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.At our last inspection we rated this key question good. At this assessment the rating has remained the same. 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 registered manager and staff treated people and their families with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.People and relatives told us they were happy with the way staff supported them with care and kindness. One person said, “[Staff] are very nice. I have no complaints.” Relatives said, “I do find [the staff] to be very caring in all they do" and “At Herewards, [the person] is with people all the time and the staff care for [the person], chat with [the person] and look after them all." This meant staff delivered care and support that was caring and person-centred and which had a positive effect on people.One professional said, “The staff members have consistently demonstrated an exceptional degree of support and empathy towards [people] they assist. They guarantee that [people] receive a care intervention that is tailored to their individual needs.”

The provider and staff understood how to treat people as individuals and to make sure the care, support and treatment met their needs and preferences. The provider followed the process to ensure they took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The registered manager and team leader added they collected all the information about people to ensure they followed their wishes and preferences which ensured it was tailored to their needs. The provider encouraged a positive and appropriate approach to people and supporting their diverse needs.Staff understood how to treat people as individuals, considering any of their personal, cultural, social and religious needs so they could support the person the way they preferred. Staff knew the needs of people, offered choices and gave them time to respond.

The provider and staff promoted people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing.Staff understood and supported people to remain independent. People’s choices were respected and met, and staff encouraged them to remain independent and be in control of the care they received as much as possible. Staff ensured care was person-centred by following the care plan, getting to know everyone, treating everyone as an individual and allowing people to do as much for themselves as possible. Staff ensured people were fully involved with their care, promoting independence whenever possible.People agreed staff promoted their independence and supported people with daily tasks and providing guidance as and when needed.

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.They included people’s relatives as part of the support circle. The provider worked together people and relatives to ensure this was a priority, so staff were able to anticipate any changes.For example, one person had experienced changes in general health and had not been well. The person had to change the way their health was managed. To ensure the person received the appropriate support during this time, the provider worked closely with healthcare professionals including the GP, district nurses, and social workers to provide coordinated and continuous care. The person also received additional equipment to manage risks but also continue promoting their independence and ensuring comfort. One professional said, “Staff are very knowledgeable about [people], families and issues. They have a very low staff turnover and they are astute to [people’s] situations, honest and openly express concerns.” Staff considered and responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff understood they had to consider people’s individual needs and seek timely help if their health or wellbeing deteriorated.

The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care.The registered manager and the team leader explained how they communicated with staff regularly and encouraged them to share any feedback or information. The provider ensured staff felt supported and appreciated, and staff confirmed it. The staff told us they enjoyed working at this service. They felt the provider and the registered manager was accessible and supportive. They felt valued as members of the team. Staff said, “I’m happy working at Herewards House… as an employee I feel valued, empowered to contribute, and feel supported in my professional growth” and “I'm happy to work here, they value my work and always make sure I get proper training.” One professional said, “Throughout [our visits], staff members have consistently played a crucial role in the process, and they are afforded the opportunity to provide their insights.”