Phoenix Park Care Village

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.

The provider always treated people with kindness, compassion and dignity. Staff treated people with dignity and respect, taking time to support them at their own pace and in a way that reflected their individual needs and preferences. Positive, trusting relationships had been developed with people and their relatives, helping people feel valued, listened to, and respected. One person told us, “The staff are good; like a family to me” and a relative said, “The staff are phenomenal; they are not like staff they are just like an extension of the family.”

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.

The provider always treated people as individuals and respected their personal histories, preferences and identities. Staff personalised support and adapted care to meet people's unique needs, including supporting people to express their individuality and maintain what was important to them. One person described the service as “The first place I have called home” and said, “Everyone has the right to be themselves.”

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

People were encouraged to make their own decisions about daily routines, meals and activities, and were supported to develop skills and confidence. People were encouraged to carry out tasks such as making drinks and snacks to maximise their independence, and staff supported people to pursue goals that were important to them. One person told us, “We go out independently. I do online shopping at Morrisons, and they cook it here for me.”

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. People told us staff were available when needed and responsive when they asked for assistance. Staff were seen providing reassurance to people who were anxious or distressed, and managers completed call bell audits to monitor response times and ensure people received support when required. One person told us, “They come when I press.”

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

The provider supported staff wellbeing and enabled staff to develop and provide good quality care. They invested in staff development through career progression opportunities, buddy systems and ongoing support from leaders. Regular clinical supervision and appraisals helped staff reflect on their practice, develop their skills, identify learning needs and receive support to provide safe, effective care. Staff told us they felt valued, supported and able to raise concerns. Staff said managers were supportive during personal difficulties, offered regular supervision and mentoring, and promoted an open culture where they were able to speak up. One staff member told us, “I love coming to work!”