Change Grow Live Barnet

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

At the last inspection, the provider was asked to ensure staff consistently demonstrated dignity and respect and to strengthen training in this area. At this inspection, people continued to tell us staff treated them with kindness and respect, and we observed calm, private interactions where staff gave people time to speak and checked understanding before moving on. Leaders had reinforced expectations following an isolated incident where behaviour did not fully meet standards, including asking all staff to read the ‘Behaviour that Challenges’ policy and prioritising a workshop on responding to challenging situations. These actions reduced the risk of similar events affecting people’s experience. However, not all staff had completed dignity and respect training.

Leaders also took steps to support staff wellbeing, introducing staff achievement awards to recognise commitment and hard work. These actions aimed to promote a positive culture and sustain compassionate care despite workforce pressures.

Care planning reflected individual needs and preferences, and all records reviewed contained personalised goals set by the person. Staff adapted communication for language and literacy needs and considered cultural factors. People were supported to make informed choices, with flexible appointments and practical help such as assistance with GP appointments. Access to communal computers enabled people to use online resources and self-management tools.

Systems were in place to respond to immediate needs, including daily allocation of first-responder roles and use of panic alarms. Incidents of aggression were discussed in daily meetings. However, some staff reported delays in response and gaps in confidence or training for first-responder duties and device use. Staff also noted variable management visibility during incidents. Leaders were aware of these concerns and had begun addressing them.

Staff told us they had access to wellbeing initiatives such as supervision and debriefing after challenging situations, and volunteers described feeling valued and supported. Survey results reflected mixed views: staff reported strengths in trust and skill development but lower scores for involvement in decision-making, recognition and managing change. Some staff reported work-related stress and occasions of working while unwell, which could affect their ability to maintain compassionate interactions if not addressed.