Thompson Amour Limited T/A Heritage Healthcare North Tyneside

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 colleagues from other organisations with kindness and respect.

People experienced consistently kind, compassionate and respectful care. Records reviewed showed time given for conversation and reassurance. One person told us, “Yes they [staff] are kind.” A relative told us, “Staff were very kind to me and to [name]. I have no concerns how she is looked after.”

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 reflected detailed knowledge of each person as an individual, including their routines, preferences and life history. For example, specific information was recorded about how people liked their drinks prepared, their daily routines and their preferred ways of being supported.

Registered Managers told us, “We emphasise that each person is unique, and staff are trained to understand the person behind the diagnosis.”

This approach was clearly reflected in practice. One example included a person who enjoyed music. Staff supported this by engaging with them through singing and using instruments, which enhanced their wellbeing and engagement.

Staff told us they took time to understand people. One staff member explained, “I always try to get to know each person and what matters to them. It makes a big difference to how they feel.”

Relatives confirmed that care was personalised. One relative told us, “They really know my mam and what she likes and doesn’t like.”

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 and staff practices reflected a consistent focus on promoting independence wherever possible. Staff understood the importance of encouraging people to do what they could for themselves.

One staff member told us, “We don’t just do things for people, we support them to do as much as they can.”

This was reflected in daily practice. For example, people were supported to choose their clothing, participate in preparing meals and make decisions about their routines.

Relatives described how this approach benefitted people. One relative told us, “They let [name] do things as much as he can and just help where needed, which keeps him feeling independent.”

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 knew people well. One staff member said, “If someone is distressed or uncomfortable, we respond straight away and make sure they are okay.”

Relatives confirmed staff were responsive. One relative told us, “If anything changes, they notice straight away and act on it.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt listened to and could raise any concerns.