Hounslow Supported Living Services

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 this service. This key question has been rated outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff demonstrated genuine compassion and kindness. People using the service and their relatives told us they were treated exceptionally well. Their comments included, “The staff are supportive, positive and kind. [Person] loves them”, “There is always a lovely atmosphere and calm ambience that feels right” and “The care, love and dedication staff show is excellent and consistent.”

There were positive relationships between staff and people using the service. When we were invited into people’s homes we saw supportive interactions. Staff enabled people to express their own identity through choice of clothing, make-up, jewellery and how they spent their time. Everyone we met was keen to spend time with staff at their homes and told us they were excited about going out with them for social events. Staff demonstrated genuine affection for people when they talked about them and were proud of the things people had achieved.

Relatives explained that staff cared about their whole family as well as the person being supported. Their comments included, “It has been incredibly helpful to have [manager’s] decades of experience and [they] had such a positive outlook even on our worst days”, “[Manager] and the amazing staff emotionally supported [person] and I through a challenging life event” and “[Person] is treated with respect, kindness and compassion. I can tell [person] feels relaxed, happy and a wonderful sense of belonging.”

Staff recognised the importance of supporting people to celebrate their relationships with others. They knew when relatives had birthdays and other special events. They enabled the person to buy gifts and cards for family members.

People told us the staff were always there when they needed them. A person explained how staff had comforted them following a bereavement. They said, “I was so sad and crying all the time. The staff were really kind and supported me.”

People were always respected and listened to. They were able to make meaningful decisions about their lives, and these were valued. People using the service told us about the things they liked to do and how they were supported to take a lead in decisions about their lives. Relatives confirmed this, explaining how staff presented information in ways that people could understand to help them make informed choices. People told us they felt proud of their achievements and their roles in keeping their homes safe and clean. Their comments included, “I love to cook and chop vegetables. I make pasta sauce”, “I hoover and make sure my room is tidy”, “I do checks on windows, the fire alarm and health and safety” and “I like mopping and I mow the lawn. That’s my job.”

A consistent personalised approach from staff ensured people achieved their potential. For example, staff told us about 1 person who lacked confidence and was shy in social settings. Staff provided support which enabled them to engage in different activities and college courses. Over time their confidence grew, and they became a lead member of the ‘Voices Group’. This group was a forum for people using the service to discuss and make important decisions about the service. Staff explained, “[Person] is willing to lead and speak up. This reflects their personal growth.”

There was a problem-solving ethos to meeting individual needs. For example, a person was struggling with independence due to difficulties understanding money management. Staff worked with a local college to create a bespoke course about maths through cooking. This course was rolled out to others and provided people with more confidence dealing with numbers and money.

People celebrated different cultural events and learnt about different cultures and religions. Staff supported people to attend places of worship and to worship at home when this was their choice. People were supported to buy and prepare culturally appropriate meals. When 1 person was admitted to hospital, the staff took them specially prepared food which met their cultural and dietary needs. The provider recruited staff to support people with their cultural backgrounds and matched staff with the languages, beliefs, and backgrounds to reflect the cultural of people using the service. A manager explained, “The team are aware of being person-centred around cultural beliefs. They have helped people connect to their chosen faiths. By doing this we have reassured people’s families that we can meet their needs.”

Staff maximised people’s independence and autonomy. The provider ensured staff understood about restrictive practices and how these should be reduced. They involved people and staff in reviewing any practices which restricted people’s rights and freedom.

Staff enabled people to develop their skills. For example, 1 person using the service had expressed a desire to learn more about computers and get a job. Staff worked in partnership with a local college to enrol them on a computer course. The person’s skills improved and they started to complete more advanced courses. The person went on to work as a volunteer supporting others to develop their digital skills.

Staff supported people to be independent in managing their own money and medicines when this was possible. They helped people to be safe when travelling. Staff found creative and personalised ways to help people gain skills. For example, they arranged for people using the service to ‘buddy’ others. This empowered both people, helped increase confidence, self-esteem and friendship bonds.

People were supported to enjoy opportunities and experiences to help them thrive and this had a positive impact on the quality of their lives. Staff recognised and valued the importance of people developing personal relationships. Two people using the service told staff they wanted to get married. Staff advocated for them demonstrating to other professionals involved in their care that this was, not only possible, but right for them. A staff member told us, “We supported them and advocated to prove they had the capacity to make this decision for themselves.” Managers and staff worked with both people to help them understand about consent and the intimate side of their relationship. They supported them to plan their wedding ceremony, reception and honeymoon.

Staff actively created opportunities for people to explore new interests. We saw people celebrated their full and active lives in photographs and memorabilia displayed around their homes. People told us about the different places they went for days out around the country as well as holidays in the UK and abroad, supported by staff. Staff were creative in researching the different places people would be interested in. They made sure these places were accessible, safe and suitable for people to visit.

Staff responded to people’s immediate needs. People and relatives told us staff responded promptly when people became ill or following accidents. They supported people to access doctors and other healthcare services when needed. There were always enough staff on duty to ensure people received care and support when they needed.

The provider supported workforce wellbeing and enablement. Staff told us they felt the provider was good at encouraging promotions and opportunities to develop. Staff were supported to undertake qualifications and to take on extra roles and responsibilities. Staff explained they felt supported and had opportunities to discuss any concerns with their line manager. Their comments included, “The manager helped me stand up and speak for myself”, “I look forward to coming to work every day” and “I feel valued and a positive part of the service.”