Two Rivers

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 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.

Staff spoke about people in a caring, respectful and compassionate manner and showed detailed knowledge of people's backgrounds, routines, preferences and individual personalities.

We observed positive interactions between staff and people. Staff supported people in a patient and respectful way.

The service provided private areas where people could spend time with visitors or meet privately with family members and others.

Relatives consistently described staff as kind, respectful and caring. A relative told us, "Staff are very respectful and friendly. [Person] calls them [their] friends." These findings demonstrated a person-centred culture where dignity, individuality and respect were valued.

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 were personalised, reflecting people's routines, interests, cultural backgrounds and aspirations. Staff understood and treated people as individuals and were able to explain how support was adapted to meet their needs.

People's cultural and religious beliefs were respected and promoted through daily support, participation in celebrations and events including Eid, Diwali and Christmas, and opportunities to practise their faith. For example, the service supported people to participate in weekly prayer sessions and temple visits.

People had personalised bedrooms that reflected their interests and preferences, helping to create a homely environment. Relatives told us staff knew people well and understood their likes, dislikes and routines.

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

Staff encouraged people to make choices and be involved in decisions about their daily lives. Care plans contained information about people's routines, likes, dislikes, communication needs and personal preferences, helping staff provide support in a way that reflected what was important to them. Where people did not communicate using words, staff used their knowledge of the person, communication guidance and expressions to understand and respond to people's wishes and choices.

We observed staff offering choices, encouraging participation and adapting support to meet people's individual needs. Staff supported people to take part in activities, cultural celebrations, religious observance and community opportunities that reflected their preferences and interests.

Relatives told us staff understood people's likes, dislikes and routines and supported them to maintain as much independence as possible. A relative told us, “Staff know [the person] likes to do some tidying up and to keep [their] room and [their] clothes tidy.”

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 demonstrated a good understanding of people's individual needs, communication styles and preferences, including where people were unable to communicate using words. Care records described how people expressed their wishes, concerns and feelings. During the assessment, we saw staff respond appropriately to people's needs. Staff anticipated changes in people's wellbeing and responded promptly through reassurance, personalised support and healthcare involvement where required.

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

The provider supported staff through regular supervision, team meetings, competency assessments and training opportunities. Staff described a positive working environment and felt supported by managers. Leaders encouraged staff development through training, vocational qualifications and career progression, while maintaining regular communication and encouraging staff to raise concerns. These arrangements helped staff develop their skills, remain competent in their roles and provide consistent person-centred care.