Index Care 88 Abbey Wood Road

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. At our last inspection, we rated this key question good. At this inspection, the rating has remained 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. During the inspection, we observed positive and respectful interactions between staff and people in a friendly and relaxed environment. People appeared confident approaching staff when needed, and staff listened to and responded appropriately to people’s questions and requests. The registered manager told us people had access to their contact details so they could raise concerns, which would be treated confidentially. We saw staff knock on people’s bedroom doors and explain the reason for entering, which promoted privacy and dignity. Staff were also observed interacting respectfully with professionals from other organisations. People told us staff treated them with kindness and respect.

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. The service took account of people’s strengths, abilities, aspirations, culture and protected characteristics.

Care plans reflected people’s individual backgrounds, including their religious and social needs. People were supported to access the community to help meet these needs.

Staff supported people to work towards personal goals, such as attending community-based weight management sessions. People were also supported to complete their shopping at supermarkets or locations of their choice, which promoted independence, choice and person-centred support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to engage in hobbies and activities that reflected their individual interests and needs. Staff supported people to attend a range of community activities, including sporting, religious, cultural and educational events. People were able to receive visits from family and friends and were supported to visit them when they wished. Relatives told us people were offered meaningful choices in their day-to-day lives, including how they spent their time, what they ate and what they wore. A relative told us, “[Relative] can choose to wash themselves or have support, this is the same with everything [relative] needs support for.”

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 told us people had access to their contact details and were able to make contact at any time to discuss concerns or matters important to them. There were sufficient staff available to respond promptly to people’s immediate needs. The service had a complaints policy in place, and clear information was available for people and staff about how to raise concerns or make complaints if required. A relative told us “[Staff] asks [relative] what they want to do. They communicate very well.”

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 told us there was a designated shift leader on every shift who oversaw the running of the service and supported staff to provide safe care and treatment. Staffing was arranged across both day and night shifts, ensuring staff always had access to managerial support when required. The service used a communication forum to enable staff to share information, feedback and concerns, which supported effective communication and continuity of care. Staff had also completed lone-working training to help ensure the safety of people and themselves when working independently.