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• 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 provider. 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.

Staff knew people well and were aware of their individual wishes and preferences. Staff were seen sat in the lounge, happily engaging and chatting with people. One relative told us, “They [staff] are nice, always chatty and I think they are caring and laugh with [person].”

Feedback received from people and their visitors was positive about the quality of care and support provided. We were told, “They treat you like people not patients”, “They [staff] are nice, always chatty and I think they are caring and laugh with [person]”, “It’s always clean and they feed us. I’m H.A.P.P.Y!” and “They [staff] look after us, get us food, do the washing, ironing and the cleaning gets done.”

From our observations and feedback from people we found some bedrooms doors had not been fitted with a suitable lock, offering people privacy. We raised this with the provider, who took immediate action to fit locks.

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.

Routines were flexible with people rising and retiring when they choose. One person told us, “I am not interested in being with lots of people, so I stay in my room.” Concerns had been noted that people were being ‘got up’ very early. The registered manager advised that people’s records reflected their routines, some of whom wish to rise early.

People had personalised care plans that outlined their individual wishes and preferences. Records showed people received support with all aspects of personal care, including oral hygiene. Where able, people are encouraged to carrying tasks for themselves, enabling them to remain as independent as possible. People also had access to equipment and aids that helped maintain their independence and mobility within the home. Staff were knowledgeable about people’s care needs and choices and supported them in a respectful manner. One person told us, “They look after me in a nice way. If I ask for anything I get it. I get on well with them all.”

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

People were able to follow routines of their own choosing. Whilst some people spent time in the main living areas, others preferred the privacy of their own room. This was respected. People said they maintained relationships with family and friends; both in and away from the home. This was confirmed by family spoken with.

Two staff held the role of ‘activity champions’. Their role was to promote an active and healthy lifestyle. We were told a range of activities and opportunities were made available. A regular exercise session was held, as well as an outside entertainer. Occasional outings had previously been arranged, and a recent summer fayre had been held, in the secure garden, which was easily accessible. A choice of the daily newspapers were provided in the lounge. They were taken and read by a number of people.

People told us, “I like a quiz”, “Carers do activities if you want. We played dominoes. Entertainers come; they are OK. I go out with family” and “[Person] not one for bingo and singing, but will probably join in. I’m told there are entertainers by dad.”

Staff were said to be respectful and understood people’s wants and needs well. Interactions were warm, friendly and good humoured.

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.

Access to call bells and sensory equipment was made available so people were able to call for assistance when needed. Response times had been monitored to check staff responded in a timely way. As part of the ongoing improvements within the home, the provider spoke about upgrading the system to help monitor calls, responses and any themes, where additional support may be required.

An emergency procedure was displayed which clearly guided staff on the steps to taken in the event a person is found unresponsive. Training records showed staff had also completed practical training in first aid.

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

A staff handbook was provided detailing what is expected of staff as well as what they can expect working at the service. The provider had also introduced an ‘Employee of the Month’ recognition programme to celebrate good practice and encourage staff engagement, such as displaying motivation, compassion and delivering good quality care. Staff also had access to a confidential wellbeing App and employee assistance programme.