ASL Services

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 80 (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 treated people with kindness, compassion and respect. When people spoke with us, they told us they would like staff to remain with them while we chatted. Some people also chose to speak with us in communal areas where staff and others were present and engaged in the conversations. Staff confirmed with people that they wanted them to stay. Throughout our conversations there was a relaxed and comfortable atmosphere between people and staff. Staff encouraged people to speak with us, and offered prompts and ideas of what to discuss, for example what people had planned for the day and what they had achieved since using the service. When people were unsure, they looked to staff for reassurance and guidance and this was given.

People told us they were treated with kindness by staff. One person said, “I have never been so happy.” Another person told us, “Absolutely love it here people are very friendly, it’s a warm homely feeling, a family, I feel safe here.”

People’s relatives said, “They have fun and are kind. They also listen to [name] and respect her.” “They make [name] feel cared for, they are kind with her.” And “They are very kind to my son, and I see that a lot from staff.”

Staff knew people well, they spoke about people with kindness and compassion. One staff member told us that since working at the service they saw that people were, “Treated with dignity and respect.”

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.

People were treated as individuals and their support needs were well managed. Staff considered people’s individual needs, life choices and preferences to develop support and PBS plans. For example, some people did not react well to being told ‘no.’ There was information in care plans how this may affect them and guidance of how to provide appropriate care.

Staff were able to tell us about people’s individual care and support needs. They spoke about people as individuals and were able to tell us about their interests and families. Staff understood it took time to fully get to know people, and they were supported to do this.

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

Staff saw the potential in people and used this to promote independence. One person had expressed an interest in a particular hobby. However, to do this the person needed to make some lifestyle changes. Staff had supported the person to develop a diet that enabled them to make healthier eating choices. As a result, the person had success, which enabled them to enjoy their chosen hobby. Another person expressed an interest in finding employment. With support from the provider, they had completed training which enabled them to facilitate the delivery of Oliver McGowan learning package to others. Oliver McGowan training is aiming to save lives by ensuring the health and social care workforce have the right skills and knowledge to provide safe, compassionate and informed care to autistic people and people with a learning disability.

One person was able to communicate well through their own unique system. The person was actively involved in teaching staff, and together with staff had developed a video which demonstrated their own communication needs. This promoted the person’s own independence as it helped staff to develop the relevant communication skills in a timely and appropriate way. This was reviewed with the key worker to ensure the person was happy to continue teaching. Staff had worked hard to develop the skills to support this person’s communication. The care plan was detailed and staff received training in relation to communication.

People were supported to make their own choices and maintain and improve their own independence. Staff told us how developing independence was different for everyone. They said people were of different abilities when they start using the service. One staff member explained, “We support them to build on that.” They told us about one person, “Previously they could not pour their own cereal, but now they can do that and wash their own plate.” Staff told us they celebrated people’s improving independence. Explaining, “What appears as a small step to us is actually a big step for the person.”

Some people had been assessed as requiring one to one support. They told us that if they wished to be alone at any point during that time then they would tell staff. Staff would ensure they were safe and able to make contact when needed and leave them to spend time as they chose.

People were supported to maintain their own interests and hobbies and all engaged in a wide range of activities of their choice. We asked people’s relatives if their loved were supported to take part in activities they enjoyed. One relative said, “Oh yes she is very busy, she will have coffee with friends, go to the gym, she is very busy.” Another relative told us, “Yes, she does. gym, swimming, running, trampolining, cycling, she has so much energy! She enjoys it all.” They added, “They’re always looking for more.”

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 understood people and how to respond to their immediate needs. They knew how people’s well-being and health may change and the appropriate support they should provide. Support and PBS plan’s contained information of how people may present when they needed immediate support. This included what people may say, and for people who were less able to express their needs verbally, how people may present changes within vocalisations or behaviours. The support and PBS plan’s included guidance for staff to respond promptly and appropriately. During our time at the service a staff member reported that one person was unwell, what actions they had taken and the ongoing support they were providing. This included medicines and attention to food and fluids.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Every staff member spoke highly of working at the service. One staff member said, “It was the best decision I ever made (coming to work at the service).” Another staff member told us, “It’s a good staff team, we always communicate, they are very supportive. If I’m feeling stressed [the provider] will ask how they can support me. We can always have a chat about anything he is very, very supportive.” A number of staff told us about the family feel of the service. One staff member said, “It doesn’t feel like a job, it’s more like going to my family, I get up knowing it’ll be a great day full of joy and happiness.” A further staff member spoke about the service in general. They said, “I have worked with several care homes, but Avicenna Supported Living Ltd comes with a difference. The management is supportive and ensures the people are well catered for.”

The provider told us of the importance of supporting staff well-being and ensuring staff felt valued. He said, “Happy staff, happy people.” Staff received regular supervision and told us they could speak to the provider or managers at any time. They were assured that anything discussed would be treated in confidence. Staff gave us individual examples of how their wellbeing had been supported, through flexible working and the compassionate attitude of the provider.

When staff supported people on trips out staff were provided with an allowance to buy refreshments. This also supported the person, as it meant people and staff could enjoy their meals together. There was a range of drinks and snacks available for staff at the service. We heard the provider asking staff what they would like. Whilst one person was in hospital, staff were required to stay with them. The provider arranged for a take-away delivery to the hospital for the staff member.

The provider had identified services that may offer to support to staff in their personal lives, for example free counselling. Staff birthdays were remembered with staff having an extra day off for their birthdays.