Phoenix Care

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 good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Majority of people and relatives spoke positively about the care they received and described staff as caring, respectful and supportive. One relative told us, "They are all very empathetic and care for me well," while another said, "The care is amazing."

Feedback indicated that staff took time to build positive relationships with people and understood their individual needs and preferences. People told us they felt cared for and valued.

The provider treated people as individuals and sought to ensure care, support and treatment reflected their needs, preferences and wishes. Staff understood people's strengths, abilities, cultural needs and personal identities, and people received support that respected their choices, values and individuality.

We saw examples of the provider supporting people in accordance with their preferred identity and ensuring this was recognised and respected in the delivery of care. Staff demonstrated an understanding of people's personal histories, preferences and support needs, helping to ensure care was tailored to the individual.

The provider promoted people's independence, choice and control over their care, treatment and wellbeing. Care records demonstrated that staff routinely offered people choices about their daily lives, including food preferences, activities and how they spent their time. Staff also supported people to access opportunities within their local communities in line with their interests and preferences.

This helped people maintain their independence and exercise choice and control over decisions that were important to them. Care records and feedback indicated people were supported to live in a way that reflected their wishes, preferences and lifestyle choices.

The provider listened to and understood people’s needs, views and wishes. Staff responded appropriately to people’s needs and took action to minimise discomfort, concern or distress. During the assessment, we reviewed records relating to a person who had become distressed. Documentation showed a member of staff provided reassurance and comfort while awaiting additional support. Records indicated the staff member acted in a compassionate manner, maintained the person's dignity throughout the incident, and responded to meet their immediate emotional needs.

The provider did not always care about and promote the wellbeing of their staff. Staff did not always feel their wellbeing concerns were acted upon promptly. One staff member told us, “We have supervisions, you can say things, but when they don’t change, you stop complaining in the end.” Records reviewed during the assessment showed concerns relating to rest breaks and sufficient time to take meals had been raised on more than 1 occasion by a staff member before action was taken. This meant arrangements were in place to support staff wellbeing; however, staff experiences of how concerns were listened to and acted upon varied.

However, other staff spoke positively about the support they received. One staff member told us, “If I'm not feeling well, they give support and check on me,” while another described the manager as “helpful and supportive.” The manager told us a welfare supervisor was available to support staff through supervision and informal wellbeing conversations.