Support at Home

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 newly registered 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 65 (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. The person was supported by staff who were kind, compassionate, and respectful. Observations showed positive interactions between staff and the person, and they appeared comfortable approaching staff for support. Staff spoke positively about the person and demonstrated an understanding of treating them with dignity and respect. The person was supported in a way that promoted their privacy and independence.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s individual needs and preferences.

As there was limited recorded information available to demonstrate how the person was involved in decisions about their care, we could not be assured they were involved in this process. The person told us, “They haven’t talked to me about my care needs,” which indicated they felt they were not consistently involved in discussions about their care and support.

However, the person's religious and cultural needs were recognised and respected. Care records reflected the importance of their faith, and staff demonstrated an understanding of how this influenced their daily life and preferences. One staff member told us, “We try and respect them observing lent in line with their needs.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

We were not always assured that the person’s choice, and preferences were consistently considered. For example, the person highlighted their preference to have more frequent showers; however, this was not clearly reflected within care records. Care documentation did not always demonstrate how the person’s preferences and decisions about their care were recorded or used to guide staff in supporting them, particularly in relation to personal care.

However, the person was supported within a supported living model which promoted independence and autonomy. Staff demonstrated an understanding of the person’s right to make decisions about their care, including the choice to accept or decline support. Observations showed the person felt comfortable approaching staff, however, this was not always clearly reflected within care records.

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 demonstrated an understanding of the person’s needs and how to support them. The person had access to staff support during their allocated hours, and observations showed staff responded appropriately when engaged.

Staff told us, “Most of the time, he is independent, and we provide support when he needs it.” Observations on the day of inspection confirmed this, as the person engaged with staff throughout the day and approached them when they wanted support, advice, or conversation.

Records also showed that staff provided support in line with the person’s allocated hours.

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 the support they received from the management team. One staff member told us, “We have a good team, so I always feel able to talk and feel supported.” The organisation also provided additional support for staff, including access to a counselling helpline which staff could use when needed.

Records confirmed that staff received regular supervision, and appropriate action was taken where any concerns were raised.