Care Quality Services North Somerset

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 the 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were supported by staff who treated them with kindness, empathy, compassion and who respected their privacy and dignity.

People received care and support they described as, “Excellent” and “Really good”. They confirmed staff ensured care was provided respecting their privacy and dignity. One person when asked if staff provided them with privacy, dignity and respect. Told us, Staff close curtains, and doors”. When asked if staff provided privacy. They confirmed, “Yes”.

The registered manager ensured people’s care, support and treatment met people’s individual’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plans contained important information about the person’s individual needs. This included if the person had a religion, any beliefs and ethnicity. All people felt supported by staff who respected their wishes. Staff supported people with their religion this included supporting people to attend a place of worship.

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

People were supported by staff who gave them choice and control in their daily care and support choices. Such as how they wanted their care needs met including their meals. People told us, “Staff give me choice and control” and “They always give a few different choices with my meals”. One person told us of how helpful staff are and how they respect their wishes whilst also enabling them to be as independent as possible. They told us, “All the carers are very good, helpful and they check and respect my wishes and help me as needed”.

The registered manager and staff, 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.

People were supported by staff who responded to their individual needs. Staff and the registered manager made referrals to health and social care professionals when people’s individual needs changed. Referrals and important information was documented within people’s daily care notes and any changes to people’s care was updated in their care plan. This was also shared with staff through weekly updates and before if needed. The registered manager also held staff meetings. These were an opportunity to discuss any changes to people’s individual care and support needs.

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

The registered manager respected and supported staff flexibly. They gave examples of supporting staff with their individual cultural and religious needs and when staff needed to work flexibly such as taking longer holiday periods. Staff felt able to raise any queries they had with the office or the registered manager and all felt supported.