Body&Soul Assistance, Admin.

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 stayed the same. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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.

Staff were kind and caring. They demonstrated a compassionate and warm approach and were focused on providing personalised support. Comments included, “The care is great. It is always person-centred and exactly how [person] wants it to be.” Staff were respectful and professional in their interactions with colleagues from other organisations. We observed staff interacting with people kindly and respectfully, fully promoting their privacy and dignity.

Feedback from people was very complimentary about the caring and committed nature of all staff. They told us staff went “above and beyond” and were dedicated to their role and the people they supported.

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.

People were supported by consistent staff. Staff knew, respected and responded to people’s individual wishes. Staff understood what mattered to people and supported them in ways that were sensitive to their preferences and comfort. Comments included, “We listen to [person]. It is all about what [person] wants to do.”

People told us they felt able to fully express their wishes and staff responded consistently well, maintaining people’s dignity and respecting 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.

People’s rights and independence were routinely embraced and promoted. This was reflected in feedback and our observations. Staff spoke positively about people and told us about examples where they promoted their independence. Comments included, “The team are [person’s] hands, and we help [person] to live life to the maximum.”

People gave positive feedback about how staff enabled them to live their life fully.

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 responded to people’s needs in the moment and any changes they required in their support. They were responsive to changes, including working flexibly to ensure people were supported in emergency situations. Staff feedback confirmed people could choose routines and make changes to how care and support was delivered. People told us staff worked flexibly to provide additional support when needed. This included dedicated support for healthcare appointments.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Significant gaps in recruitment and training indicated staff did not always receive the support they needed to effectively fulfil their role. There was no evidence of structured supervision or appraisal records demonstrating reflective practice or support for staff.

However, staff told us they felt well supported and valued, and that their health and wellbeing was actively promoted by the provider.