South Street

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 the service under this provider. 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People appeared comfortable with staff, and we saw them interact positively. For example, we observed a person appearing relaxed while talking to staff about an upcoming music concert and reminiscing about previous times they had attended.

Staff demonstrated they were aware of how to treat people with kindness and compassion, and relatives also told us staff treated people this way, with 1 relative telling us, “[Person] is happy and well-looked after – staff are kind.”

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 and records were person-centred and staff we spoke with were aware of information relevant to people’s specific needs. For example, staff told us how one person’s dietary needs, which were based on religious considerations, were respected, and we saw this was reflected in the person’s care plans and menu plans. An activity plan was also viewed which showed how people went to church on Sundays, and conversations with staff included how other cultural festivals were encouraged and celebrated in the home.

Care records, such as people’s daily notes, supported this, as did the views of relatives, with 1 relative saying, “Staff know [person] well and let them be who they are.”

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 ensured staff had information about how to support people to exercise choice, control and independence. This included how staff should encourage and support people to have choice and control where their physical needs might otherwise make this more challenging.

Staff we spoke with were aware of these plans and the ways in which they promoted people to exercise choice, control and independence. For example, 1 staff member told us, “It's always about them and promoting them to live their own lives the way they want to live it, such as the activities they want to engage with. The menu choices are not set in stone; if there's not an option they would like we make them something else.”

People said they were supported to live their life the way they wanted, with 1 person telling us, “Staff help me to do what I want to do.”

People meetings, surveys and activity planning sessions also showed how people’s choices and control are promoted, which included areas such as activities, staff conduct and involved in the selection of staff.

The provider 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.

People told us staff respond to their needs when they needed support, with 1 person saying, “They’re pretty good to be honest in helping me when I need it.”

We observed people’s needs being responded to promptly by staff. For example, when staff observed a person was appearing to be unsettled in a particular area, they were quick to identify and respond to this, which included sensitively asking the person whether they might want to move to a quieter area of the home which better met their sensory needs.

The provider told us staff were there for people and that they supported them with their daily needs when and however those needs needed to be met.

Relatives also reported no concerns in this area, with 1 relative telling us, “Staff are quick to help [person] when they need 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 felt supported by the provider and spoke positively about the work environment since the provider change, with 1 staff member telling us, “The support I receive, it’s like one big family”, while another staff member said, “The manager is the best manager I’ve ever had – I am provided with flexible adjustments regarding my hours when I have needed it.”

This meant we were assured the provider cared about and promoted a culture which considered the wellbeing of staff.