Shalom

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 for this service since its registration under a new 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We saw staff supporting people in a way that demonstrated compassion, including seeking consent before supporting people. Families felt people were treated with kindness, one relative said there is compassion in “absolutely everything they do for them”. Professionals shared they felt they were treated with kindness by staff when visiting the service.

Staff spoke of people kindly and with a passion for ensuring they provided good support.

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 reflected that people were viewed and treated as individuals with specific needs. Relatives also told us they felt people were treated as individuals. One relative stated staff “treat them as a person”. Staff ensured a person’s cultural need were recognised and acted upon as they wanted.

The provider promoted people’s independence, so people and their relatives knew their rights and had choice and control over their own care and wellbeing. Staff ensured people and their families were involved in decisions about their care and support. People could not communicate through words, however staff took time to know and understand them and the way people communicated. Staff enabled people to make choices by using their own communication systems and by involving family who knew them well. Staff demonstrated they could identify when people were happy with actions and decisions they were taking. There were capacity assessments and best interest decisions in place for people to demonstrate the provider had consulted with families and professionals when people could not make decisions relating to their care and support.

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 knew people well and could identify how they knew whether people were for example, happy, unhappy or in pain. Care plans reflected what people’s communication styles were and how staff should respond to them. One relative stated if staff see a person needs something they “immediately take action - whatever needs to be done they do”.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider ensured staff had regular supervision and appraisals. One member of staff had been supported to achieve train the trainer status for moving and handling so they could train staff in the service. The manager had ensured appropriate pregnancy risk assessments had been in place for 1 member of staff to ensure they could work safely during their pregnancy.