Outreach Office

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.

We found a strong caring culture within the service. Observations confirmed staff interacted with people in a respectful and supportive manner, maintaining dignity and privacy.

People consistently gave positive feedback. One person told us, “Very happy with care, no concerns at all, I love it here.” Another said, “Kind staff, yes I’m happy.” One relative told us, “The staff are amazing.”

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.

We found care was personalised and reflected people's individual preferences, routines and life histories. Care records supported this approach, containing detailed personal information which helped staff understand what was important to each person and how they wished to be supported.

Staff demonstrated a person-centred approach and described tailoring care to meet individual needs. One staff member told us, “It's not a copy and paste, it's for the individual person.”

People were supported to make choices about their daily lives and care was adapted to reflect their preferences. Staff knew people well and spoke confidently about their likes, dislikes and preferred routines. This helped ensure people received care and support in a way that respected their individuality, promoted their independence and enhanced their wellbeing.

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

We found people were supported to maintain their independence and make choices about their daily lives. People lived in their own flats and were encouraged to retain their daily living skills and continue doing tasks they were able and wished to do independently.

People were able to choose a package of care that suited their individual needs and preferences, including when they wanted staff support throughout the day. This enabled people to remain in control of their routines and receive support at times that were important to them.

One person told us, “I make my own drinks and toast if I want.” This demonstrated that staff encouraged people to do as much as possible for themselves, while providing support when needed.

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.

We found systems were in place to ensure people received timely and responsive support when needed. Call systems were available within people's flats, enabling them to request assistance at any time. People told us staff responded promptly and were available when required.

One person told us, “I have a buzzer in my room and also a pendant, staff come straight away even through the night.”

People's needs were regularly reviewed to ensure the support they received remained appropriate and reflected any changes in their circumstances.

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 available to promote their wellbeing and safety at work. Feedback indicated staff felt listened to, valued, and able to raise concerns when needed.

When asked how the service supported their wellbeing and safety at work, one staff member told us, “Yes, I would say it's amazing, very good company, they keep us safe and respected.”

Staff also described having opportunities to discuss any concerns or issues with managers. One staff member told us, “Yes, I personally do, I feel safe and listened to. We have regular 1:1s and if there is anything I want to bring up, I feel like I can.”