Enerst Care Carlisle

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,dignityand respect.

This is the first assessment for this service. This key question has been ratedgood.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.

Kindness, compassion, and dignity were evidenced throughout the care records reviewed, which reflected a person-centred approach to care. Records demonstrated that people’s preferences, choices, and individual needs were considered and respected.

Feedback from people using the service was positive and confirmed staff treated them with kindness and respect. A person told us, “Very 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 records demonstrated a person-centred approach, evidencing that people were treated as individuals and that their preferences, needs, and choices were reflected in the care provided. One person told us “Yes they do” when we asked whether staff treated them as an individual.

This provided assurance that care was tailored to each person's needs and delivered in a way that respected their individuality.

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

Care records demonstrated that people were supported to make choices and maintain control over their care and support. Records reflected a person-centred approach, with staff respecting people's preferences and decisions.

Feedback from relatives confirmed this approach. A relative stated, “They do, they do what he wants. If [they] say no, they listen.” This provided assurance that people were involved in decisions about their care and that their choices were respected.

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.

The registered manager discussed the process for responding to people's immediate needs and demonstrated a good understanding of the actions required. Appropriate systems were in place to ensure concerns or changes in people's needs were identified promptly and responded to in a timely manner, helping to keep people safe and ensure continuity of care.

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

The registered manager demonstrated a commitment to supporting workforce wellbeing. A staff handbook was in place, alongside relevant policies and procedures, providing staff with guidance and support in their roles.

Staff recognition was promoted through an Employee of the Month scheme, with gift cards awarded to recognise good performance. The provider was also in the process of introducing an employee discount benefit scheme.