ICSL East

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.

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. People told us that staff treated them with “care, humour and dignity”. One relative spoke of the positive relationship their relative had developed with staff whom they referred to as “my guys”. Staff told us that they protected people’s dignity when delivering personal care by ensuring that doors and curtains were closed and people were covered with a towel. Most people told us they did not feel rushed. Staff told us that if they finished tasks before the end of the scheduled time they would stay and talk with people. However, one person told us that staff were task-focused and never stayed for the whole time they were allocated.

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. We saw that people’s care plans were tailored to their individual preferences. Staff told us that people’s care plans contained information about their religious or cultural needs where this was relevant. People told us that staff “communicate well” with them. Another person said, “they talk to me and I am able to communicate my needs and preferences such as what clothes I wear.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us that staff support them to do as much for themselves as they were able to. One person told us that staff support them to have choice and control by “having frequent conversations about the day ahead, each day.” We saw that care plans detailed what tasks people could do themselves and where they needed support. One staff member told us they promote independence by “empowering [people] to do tasks they feel confident doing”.

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’s care plans documented how they communicate. Where people were unable to communicate verbally staff were able to tell us how they would know if someone was in distress or needed help. People told us they felt that staff knew them well. One person told us that sometimes, when they have been hoisted into their wheelchair, they were not positioned ideally, but staff always took the time to reposition them so that they were comfortable. One staff member told us about getting emergency medical assistance for someone who had become acutely unwell.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff received regular training and supervision. The Registered Manager told us how they supported staff who had come to the UK to work. One staff member told us how they were told what to expect when moving to the UK and what things they might need that they hadn’t considered. The Registered Manager told us that they had identified that the cultural differences between staff and people receiving care had sometimes caused some miscommunication. In response to this they had prepared a glossary of British idioms that people receiving care might use so that staff from outside the UK would know what these meant. Staff told us they felt supported by the management team. Staff told us they felt valued by the service, and they have an annual awards ceremony to recognise the work that staff are doing.