Minterne Apartments

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 and dignity. Staff treated people and their colleagues with kindness and respect, and respected people’s right to privacy and dignity. A person told us, “Staff are brilliant, they are more than kind.” A staff member said, “I love

working here it is so rewarding.” There were policies, procedures and guidance for staff outlining the right approach to ensure people’s privacy and dignity.

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. This was achieved by supporting staff to recognise people as individuals with specific needs, and wishes that were recorded, updated, and reviewed in their care plans. A person told us, “Everyone has their own quirks and habits. That’s what makes us individuals and staff recognise this.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to exercise their right to independence, choice and control at differing levels dependant on their healthcare, and dependency needs and mental capacity. People were supported to understand their rights by using different communication techniques, and languages if required and their understanding was regularly reviewed. The systems enabled people to maintain important relationships, access to activities and the local community to promote and support their independence, health, and wellbeing. People regularly accessed local shops and other amenities with staff support. A person using the service said, “Plenty to choose from and do, especially with the shopping centre next door.” Another person told us, “I have enough things to keep me busy and it’s the interaction that keeps your brain ticking.”

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 said they knew the people they provided a service for well and were aware of when they needed to the office staff and relatives. A person said, “They [staff] don’t keep me waiting when I need them.”

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 they were happy working for the service, and received good support from the management team, who operated an open-door policy, and made themselves available. There

were effective systems, counter checks, and policies and procedures in place to promote and enable staff well-being, which were accessible to them. A member of staff said, “I feel really valued here.” Another staff member told us, “The [registered] manager and team are so supportive, and this is one of the things that makes working here a pleasure.”