Rotherham Regional Office

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. We saw staff interacted with people in very supportive, caring and thoughtful ways. People confirmed this.

People received support that was compassionate and personalised, and tailored to their individual needs. People were supported in a dignified and respectful way.

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

People were involved in their care and support and their preferences were discussed, recorded and respected. People’s care plans included their goals and aspirations. This included where they lived, their relationships and other aspects of life. People were supported to work toward and achieve their goals.

People’s choices were respected and facilitated. One relative said, “[My family member] is free to do what they want,” and went on to tell us their family member’s favourite activities, which staff facilitated. Another relative said, “[My family member] went on holiday with a staff member last year. [The staff team] sorted it all out. They stayed in a caravan with a hot tub, which [my family member] loves doing.”

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 plans and records provided guidance for staff on supporting people’s independence and decisions and people told us staff promoted their choice and control. People and their relatives told us about how staff had supported them to learn new skills.

The provider held regular meetings where people were encouraged and empowered them to have their say. Staff used individualised communication tools to support people to make choices and be in control of their day. The service arranged for people to access community and statutory advocates when they needed support to make important decisions.

People were able to spend time with others that were important to them, and staff supported people to maintain relationships. People told us about the different ways in which staff had supported them to make friends and establish and maintain partner relationships. People confirmed they were supported to keep in contact with those who were important to them.

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 anticipated people’s needs, and checked if people were safe and comfortable and if they needed support.

People told us that staff were mindful of their privacy and confidentiality. We observed interactions between staff and people who use the service and saw that these relationships were caring and compassionate, enabling staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. People told us they felt listened to and their feelings were respected.

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 through regular supervision and appraisal and helped them develop to their full potential. Staff told us the management team was keen to support them in their professional development.

Regular staff group and one-to-one meetings took place with staff where they were encouraged to raise any concerns they might have. Staff had access to a staff handbook and reasonable adjustments necessary were made upon employment and reviewed at regular intervals. If a staff member identified a concern regarding a protected characteristic, the provider took appropriate actions to support them.