Rotherview

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 assessment we rated this key question good. At this assessment the rating has remained as 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.

People were consistently treated with kindness, empathy, and compassion. Privacy and dignity were respected. Staff also showed respect and kindness to professionals from other organisations.

Staff demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. People were given choices and supported to be comfortable and relaxed within their home. Staff spoke warmly about people they supported. Staff were described by people and relatives as kind and caring. One person said, “I like my staff, and I feel well supported.” Another person shared information with us about staff not supporting them in a way they liked which was followed up promptly by the provider.

People were treated as individuals, and the provider 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.

People and their relatives confirmed they were treated with respect and as unique individuals. Staff demonstrated a thorough understanding of each person’s likes, dislikes, and personality traits. Care records reflected a comprehensive knowledge of people’s lives, including their hobbies and interests. Care and support plans were person-centred, with individuals’ wishes and preferences placed at the core of the planning and delivery of care. Throughout the inspection, we observed staff engaging with people in empowering and respectful ways. Staff spoke with people respectfully and it was clear they understood people’s needs and methods of communication.

People’s independence was promoted, and they were supported to have choice and control over their care, treatment, and daily lives. Aids such as adapted cutlery were used to help people take part in activities like cooking.

Staff encouraged people to make decisions about how they spent their day and supported them to take part in activities they enjoyed. Examples were seen of people going out and engaging in meaningful experiences. Communication was adapted to support choice, and people were given time to respond. Care plans included details about what people could do independently and how they were involved in day-to-day tasks.

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 where staff noted changes in people’s needs health interventions were sought and followed up. The provider had been proactive in establishing good networks and relationships with both health professionals and partners to enhance the support offered to people. Records demonstrated staff responded promptly to people, for example to support people during periods of anxiety which caused them distress.

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

Staff from induction were provided with the skills and knowledge to feel confident to provide safe and effective support. Support was provided through supervision and team meetings and staff encouraged to develop professionally. The provider had systems in place to recognise staff performance and build staff morale. Staff were confident managers would act on any concerns they had.

Staff received regular supervision sessions and attended staff meetings. One staff said, “Morale can be a bit low and sometimes you can sense tension in the team.” We discussed this with the management team who were aware of some issues with team morale and had taken proactive measures to address this with further plans moving forward.