Crows Nest

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.

We observed positive and friendly interactions between staff and the people they support. Staff and leaders spoke about people in a respectful manner and offered people choices whilst also listening and acting on their wishes.

Staff knocked on people’s bedroom doors and waited for a response before entering.

Staff were familiar with people and had in depth knowledge of their lives and what was important to them. We observed a person returning from family visit and a staff member asking them how individual family members were by name.

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.

Staff recognised the people they support had individual hobbies, interests and preferences. People had been supported to attend activities and short breaks either individually or in small groups, as per their preferences.

Care plans included information about people’s cultural, personal, social and religious needs as well as a communication dictionary to help people express themselves in a way that makes their voices heard.

People’s rooms were personalised, the décor and furniture enabled them to express their individuality.

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

The provider focused on offering people choice over how they live their lives. Most people engaged in activities away from the premises each day, both formal and informal. People told us they had contact with families and friends when they wanted to. Support was provided outside of these times to maximise opportunity for engagement. People told us they were encouraged to vote in local and national elections.

A person told us how they had been encouraged to take part in volunteering opportunities with local charities.

Staff had built stronger relationships between people, their neighbours and local businesses. People had been invited to functions in their neighbourhood, receive and send gifts and cards at Christmas.

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.

Care plans contained a section to record nonverbal cues which may indicate pain in some people, so staff can act quickly to prevent discomfort or distress.

People said staff were prompt when helping to them take medication and to shower and dress each day. One person said, “They’re always on time, never late. They never forget about us”. People told us they are happy to ask for help when they needed it and were confident they would get the help they need.

As the staff team were well established and knew people well, they were able to quickly identify if someone needed additional help and support by observing changes in body language or behaviour. There were processes in place for staff to follow if somebody needed emergency help which detailed who to inform and when.

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

Staff told us they felt valued by the provider and were often able to work flexibly to accommodate their responsibilities outside of work.

Staff attended team meeting minutes and were supported in supervisions. Staff were able to provide feedback and discuss any concerns. One member of staff said. “I would recommend anyone wanting to work in social care to come and work here”.