Raleigh 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed staff being attentive, polite and warm in their interactions, including offering reassurance and supporting people. People were well presented, with clean clothing, accessories and personal items arranged in ways that reflected their preferences. One person told us the staff looked after them well and they enjoyed spending time with staff, demonstrating the positive relationships staff built with people.

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans were detailed and personalised, describing people’s histories, preferences, communication styles and the things that mattered most in their daily lives. Staff knew people well, including how they expressed enjoyment or discomfort, and used this knowledge to tailor support. Staff demonstrated an appreciation of each person’s identity, capability and routines, ensuring support reflected their wishes and promoted emotional wellbeing.

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

Staff encouraged people to make decisions, such as choosing clothing, where to sit, and what they wanted to eat, and adapted communication to enable informed choices. People were supported to maintain daily living skills, such as doing laundry, tidying their rooms and taking dishes to the kitchen. Staff promoted independence during meals by offering adapted cutlery to those that benefitted from them, supporting with cutting food only where needed, and encouraging people to eat independently.

The provider listened to and understood people’s needs, views and wishes. Staff respondedto people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff reacted quickly when someone showed signs of discomfort or when a person signalled they wanted assistance. Staff anticipated needs during mealtimes, helping people to move safely, adjusting food so it was accessible, and ensuring people had appropriate support. People’s communication methods were well understood and acted upon, with staff able to interpret gestures, facial expressions and verbal cues.

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

Staff consistently told us they were happy in their roles, felt supported by managers and experienced good teamwork. They described managers as approachable, available and willing to attend the service at short notice if needed.