Appleby

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. They also treated colleagues from other organisations with courtesy and respect.

We observed positive and meaningful interactions between staff and people, including laughter, friendly conversation and appropriate physical reassurance. One person told us, “The care is amazing, nothing is too much trouble.” A health professional commented that staff spoke about people with genuine affection, saying things like, “She’s so canny” and “Ahh, she’s a lovely lady.” These observations and feedback demonstrated a caring culture where people felt valued, respected and emotionally supported.

Staff 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 told us that their individual needs were respected and supported. They said nothing was too much trouble for staff and spoke positively about the choice of food.

Staff knew people’s well and could explain their needs and preferences to us. Comments from staff included, “One person likes to have a beer and a chat in the evening, so we make sure that happens” and “We make a lot of effort to do everything in the residents’ best interests.”

Staff promoted people’s independence, so they knew their rights and had choice and control over their care, treatment and wellbeing. There was an activities programme in place. Staff were currently delivering activities since the coordinator was on long-term leave. We observed that people continued to enjoy social engagement and festive activities to support their wellbeing and quality of life. These activities were not always recorded to evidence how social needs were met. The registered manager told us that she continued to remind staff to record all activities, no matter how small and this was confirmed in staff meeting minutes.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Where necessary, referrals were made to the mental health team to ensure people received timely and appropriate support for their emotional and psychological wellbeing. One professional told us, “They inform me of concerns in a timely manner and implement any changes we make or suggest.”

People and relatives also spoke positively about the responsiveness of staff. A relative told us, “We have witnessed where an unsafe incident was developing and the staff immediately intervened to stop it developing any further, it was done with respect and dignity.”

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

Staff supervision and meetings were carried out. These provided opportunities for reflection, support, and ongoing development.

Staff spoke positively about working at Appleby. Comments included, “Teamwork is brilliant,” and “It’s great - I enjoy coming to work.” One new team member told us, “It’s nice, I’m happy to join the staff - I’m happy at work.”