Sagecare (Laburnum House)

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.

People told us staff treated them with respect and dignity. They said staff provided personal care to a high standard, respected their homes and promoted their privacy. This helped them feel comfortable receiving support.

The provider considered compatibility when allocating staff, to help meet people’s preferences and social needs. Where people expressed a preference for male or female staff, the provider sought to accommodate this. In exceptional circumstances, such as staff sickness, senior staff discussed alternative arrangements with people to ensure they were comfortable with any changes.

Staff spoke positively about supporting people’s emotional wellbeing and had developed strong relationships with those they supported. They described providing companionship, listening to people, and adapting their approach to individual needs. A staff member told us, “Overall, I try to support people with respect, dignity and patience while helping them remain safe and as independent as possible.”

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.

People told us they valued the support and companionship staff provided and the sense of community they helped create at the service.

Staff knew people well and provided personalised support. A staff member said, “Care should be centred around the individual, their choices and what they are able to do.” Many staff had worked at the service for a long time and spoke warmly about the people they supported.

The provider placed a strong emphasis on promoting people’s social and emotional wellbeing. Staff coordinated activities and social events based on people’s interests and preferences. This helped people build relationships, reduce social isolation, and develop a greater sense of community at the service.

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

Staff supported people to maintain their tenancies and remain independent in their own homes. For example, they worked with one person to improve the cleanliness and general upkeep of their flat, helping them meet the conditions of their tenancy.

Staff worked with people to reduce their reliance on informal carers. For example, after initial reluctance, staff gradually encouraged a person to accept support with personal care. As the person became less reliant on a family member, both they and their relative were better able to pursue their own interests and activities, either together or independently.

Staff supported people to regain skills and independence following periods of ill health. For example, staff worked with 1 person to improve their strength and mobility. As a result, the person no longer required a wheelchair, regained daily living skills, and became more confident accessing activities independently.

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.

People told us staff responded promptly to their needs and attended quickly when they used their call bells. The provider always had staff on duty, including overnight and at weekends, with an on-call service available outside office hours to provide additional support in emergencies.

Staff recognised changes in people’s needs and adjusted support accordingly. Where additional care was required, the provider put interim arrangements in place to ensure people received timely support while longer-term funding arrangements were agreed.

The provider had responded appropriately during periods of hot weather and when the service’s passenger lift was unavailable. This included increasing welfare checks and additional support with hydration. This helped to support people to stay safe and well.

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

Staff spoke positively about their roles, the provider, and the support they received from senior staff. Many had worked at the service for a long time and described a strong commitment to the people they supported. Staff said leaders were approachable, supportive, and encouraged their professional development through training opportunities. A staff member told us, “I adore working at Laburnum House. My residents, work colleagues and line managers are the best.”