Terry Yorath House

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 assessment we rated this key question good. At this assessment 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.

People were treated with kindness, compassion, and respect. Feedback from people and their relatives was positive about the quality of care provided. One person spoke very positively about their experience of the service, telling us, “I love it here, it’s the best thing I have ever done. Everyone is fantastic.” They also shared how the support had improved their wellbeing, explaining they had experienced poor mental health but were now “on the mend” due to the support they had received.

A relative commented, “The manager arranged talking therapy which has been a great help to [person], and he has really opened up and is working through things. Staff are aware of what to look out for when [service user] is becoming unwell and help is sought quickly.” Another relative said, “On general they do everything pretty well, it’s hard for them to do and it’s a hard job to do so they do everything pretty well.”

During our visits we observed staff to be polite and supportive, interacting warmly with people, who appeared relaxed and comfortable in their presence.

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.

Some people were unable to share information about themselves due to their complex medical needs. Through a review of care documentation and discussions with staff, we found that staff worked closely with family members and friends to build a detailed understanding of each person. This helped ensure care was delivered in line with people’s individual values and beliefs.

One staff member explained, “If the issue is just communication, then SALT (Speech and Language Therapy) would look at that, but if it is due to cognition, we would spend time gathering a full history from family and friends to understand what the person would want. You can get so much from talking to family and friends.”

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

Care plans were in place to ensure staff had clear guidance on how to support people to make choices and maintain their independence. Staff we spoke with demonstrated a good understanding of these plans and how to involve people in decisions about their care

One person told us, “We have residents’ meetings every month and at these we talk about anything that needs improvement or about what we want to do. They work hard to make sure everyone has a voice.”

Staff told us that when changes occurred in people’s needs, this information was shared during handovers to ensure they had up-to-date knowledge about the people they supported. During our assessment we observed staff supporting people with domestic roles such as making meals and cleaning areas in the home.

People were supported to access community activities that were meaningful to them, including social events and voluntary opportunities, helping them to remain connected to their local community. One person told us, “Going to Scarborough tomorrow with [staff member]; he always goes the extra mile and never complains. I’m involved with the university where I volunteer, I see lots of friends and family visit all the time.”

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, which meant they could identify any changes in needs promptly and take appropriate action. They responded to people’s requests for assistance in a timely manner, and we observed staff providing prompt support during mealtimes.

Relatives told us they felt confident that any concerns would be addressed quickly. One person said, “On the whole, they are there when I need them.” A professional who visited the service regularly told us, “The care staff always appear to have a sound knowledge of the residents’ history and their needs.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There was a strong emphasis of team working within the staff team. Staff spoke positively and fondly about their colleagues and referenced how they support each other in their roles.

Staff were encouraged to raise concerns, seek guidance, and continuously improve their practice, which had a positive impact on the quality of care and outcomes for people.

Staff told us they felt listened to and valued by leaders, with open communication and regular team meetings in place. One staff member said, “Managers have been good. If I have had issues that I needed help with, they have always been supportive and willing to adjust rotas where possible. I am happy to work here and feel well supported.” Another person said, “A lot of staff have worked here for a very long time. It’s like a family.”

The service was introducing staff champions in areas such as end-of-life care, diabetes, and infection prevention and control. This meant staff would receive additional training in areas they felt passionate about, helping to further develop their skills and enhance the care provided. One member of staff spoken to told us, “The champions are a new role which I am looking forward to getting involved in.”