1, 2 and 3 St Georges Gardens

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.

We saw staff consistently interacting with people in a kind and compassionate way, and it was evident that people had developed trusting, positive relationships with their staff team. Feedback from relatives and visiting professionals indicated that people were consistently treated with kindness. One relative told us, “Staff are great with ‘Name’, they clearly know them well as the banter flows backwards and forwards. Staff are kind and patient, I trust them”. Another relative said, “I no longer worry about ‘Name’ as I know he is always treated appropriately and is happy”.

People received timely support whenever it was needed, and the service fostered a culture that enabled individuals to shape their lives according to their own choices.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took into account people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their relatives felt they were treated as individuals. One person proudly showed us their living space and told us they had chosen how it was decorated and furnished. Staff described decorating another person’s living area by drawing murals of their favourite cartoon character.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care was personalised to each person’s preferences, and individuals had clear goals appropriate to them. Staff worked collaboratively with them to help achieve these goals, such as increasing independence with daily activities and taking part in meaningful, interest-based tasks. People directed their own routines and had genuine choice in the support they received.

One relative told us, “Name has their environment exactly how they want it, and staff offer ‘Name’ truly person-centred care”. Another relative said, “The staff know ‘Name’ really well, they encourage them to be independent wherever possible. As the staff know ‘Name’ really well and are well trained to understand their needs, ‘Name’ is the happiest and most settled that they have ever been”.

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.

Clear guidance helped staff respond appropriately to any deterioration in a person’s physical or emotional health, or to support needs that arose in the moment. Staff were confident in explaining this, and we saw support delivered promptly during the inspection. The people supported had dedicated staff who recognised signs of unhappiness or distress, including when individuals communicated pain or discomfort non-verbally.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt supported and empowered in their roles to deliver high-quality care. They had regular supervision sessions and opportunities to discuss their wellbeing, any challenges they needed help with, and their development needs. One staff member said, “I felt so warmly welcomed when I started. I was given a good induction that prepared me for my job. There is always a senior or manager I can speak to when I am working. I have regular supervision, and we have team meetings. It’s a good place to work.” Staff consistently told us they felt well supported by the management team, and there was an emphasis on teamwork. Staff said they had regular supervision, which had an emphasis on their well-being. They explained that because they worked in a pressured environment on occasions, they had the opportunity to have time out if the pressure was affecting their well-being.