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• 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 65 (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 received support from staff who consistently showed kindness, compassion, patience, and respect. Staff could clearly explain how they encouraged people to make their own choices throughout daily routines. People were meaningfully involved in decisions about their care and were supported in ways that reflected their needs, wishes, and preferences.

People and their relatives spoke positively about staff. Comments from people included, " The staff are really kind" and "Staff are wonderful without exception. They listen and if they can change things they do." Comments from relatives included, Staff are very kind and caring" and "[Person's name] is very satisfied, they have no complaints, they (staff) look after them well and they have been so good, the care is lovely.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s personal preferences were not always fully upheld. For example, one person told us they prefer to go to bed at 6:30pm, but on one occasion they were supported much later, at 10:30pm. Another person said they felt more comfortable receiving personal care from female staff. While they told us this usually happened, there were occasions when male staff supported them instead.

Staff demonstrated a good understanding of how to promote people’s independence. They gave multiple examples of how they encouraged individuals to express their views and make choices about their daily routines, enabling people to remain as involved in their own care as possible.

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

People were encouraged to make their own decisions about their care and were supported to take part in activities within the local community. One person told us, "I don’t like to go to bed early, and they (staff) don’t make me they respect what I say." We observed another person request to go to the post office in town, within 10 minutes staff were supporting this person out of the service.

People were supported to maintain and develop close, meaningful relationships, and appropriate systems were in place to support this. For example, family and friends could visit the service at any time, day or night.

The provider did not always listen to or understand people’s needs, views and wishes. This was evident through both our observations and through concerns raised directly by people using the service.

We observed one person who was showing clear signs of distress. Despite this, staff did not acknowledge the person’s behaviours or offer any reassurance or support. Staff did not respond to the person’s needs in the moment, and no action was taken to minimise their discomfort, concern, or distress.

People told us that when they used their call bell they sometimes had to wait for a long time before staff assisted. One person told us, "Some people are occasionally left waiting around 25 minutes at busy times and I feel extra staff are needed on a morning shift especially, as lots of people require 2 staff to support them."

The provider cared about and promoted the wellbeing of their staff.

Some staff told us they had found the change of provider difficult and had not yet met the new manager face to face. However, staff were happy in their role and felt some of the changes made by the provider were having a positive impact on the service. One staff member said, "I haven't met the new manager face to face yet, but I feel they are a breath of fresh air."

Staff felt supported by senior staff who provided regular supervision meetings giving them opportunities to discuss any concerns they may have.