Homely Supported Living Ltd

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 were caring and kind when supporting people. We observed that people had a positive relationship with staff members and staff were kind and caring towards people. A person told us, “I like the staff, they are my friends.” A relative commented, “The carers are very kind, lovely people in their own selves, which is really reassuring.” A staff member told us, “People have a good relationship with all the staff members. Everyone is kind and caring to them.”

People’s privacy and dignity was respected. Care and support were provided in private to ensure people’s dignity was respected. We observed people were able to have privacy in their bedrooms and staff knocked on people’s door before entering.

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 plans included detailed information on each person’s personal details, social needs and wellbeing. Care plans also included people’s religious beliefs and how they can be supported in that area. Records showed a person was being supported to pray as part of their religion. A person told us, “The staff are friendly and I like them.”

Care plans also included what people enjoyed and their dislikes. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

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

Care plans included information on promoting independence and how staff could encourage this while meeting their care needs such as on household chores. We observed people went out to do household shopping and also supported staff with household chores. A relative told us, “They are good at helping [person] make their own choices and empowering [person] to do stuff, which has helped [person’s] development.” A staff member commented, “We do encourage independence, like if I need to shower my clients, what I do is, I give them the sponge and make them feel involved in the care and see if they can do it well. I make sure I involve 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.

Staff responded to people’s needs promptly when they became unwell and took actions to minimise any discomfort or distress. A pain management care plan was in place and included information on different ways in which people may communicate discomfort, pain or distress. Staff reported that they would escalate any concerns to relevant health professionals if they identified a deterioration in a person’s health or wellbeing, including contacting emergency services when required.

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 management supported them, and their wellbeing was positive because of this. Records showed supervisions were carried out regularly to ensure staff were supported and received ongoing training to help in their development. A staff member told us, “My manager is very approachable, a people’s person and very supportive.”

Staff told us they had access to a range of policies and procedures to guide them in their roles and to ensure people were cared for safely.