DLS SW England Regional Office

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. Staff treated colleagues from other organisations with kindness and respect. One person told us, “I find them very helpful, caring and kind”. One member of staff said, “To protect people, we cover them up use of towels, close the curtains and doors”. When asked about respecting people’s dignity. Care plans and other service documents were up to date and information about people was person centred and respectful.

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. Care records showed care plans were very individualised and personalised for each person.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well being. Care records showedpeople were encouraged to be as independent as possible. Equipment was in place if needed to assist people to remain independent. The provider shared several examples of how staff promoted independence and choices for people. For example, 1 person told us they preferred to have a female care worker, and this was provided by the service. Assessments were carried out regularly and if required other professionals would become involved in people’s care and support for example the occupational therapist. This meant people could be confident that they could remain as independent as possible for as long as possible.

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. Care records showed that people’s needs were documented and detailed for example, if a person was in discomfort there was clear guidance for staff to follow to meet the persons immediate needs. Staff were able to tell us how they would respond in an emergency. For example, by calling for assistance and checking the person was safe. Clear guidance and procedures for dealing with medical emergencies was available if required.

The provider cared about and promoted the well being of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were very happy working for the service. Staff said the registered manager was supportive and they received training to work in their role. One staff member said, “No concerns about the rota, have days off, no issues, any issues I can raise them and they are dealt with. No harassment or bullying at the service. Communication good in the team and managers and team leaders. We have training, team meetings and 1:1 meeting. I feel valued and happy and enjoy working for them." The provider shared with us various ways they support staff well being, for example, staff are encouraged to have a good work life balance, this is achieved by making sure staff have days off, rest periods and flexible working options.