Office 510 Kingsfield Close, NN5 7QS

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,dignityand respect. At our last assessment we rated this key questiongood.At thisassessmentthe rating hasremainedgood.

Good: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. People told us that staff were kind and maintained their dignity. They said “They’re very kind. We have good conversations.” Staff told us how they maintained people’s dignity and privacy whilst helping them with personal care.The Registered Manager told us they monitored interactions between staff and the people they support through spot checks and periodically acting as the second carer to support a care package. They used these opportunities to speak to people about how they find the care, gather feedback and observe interactions.

The provider did not always make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.Care plans were inconsistent. Some contained detailed information about how people liked to be supported whereas others had limited information. The Registered Manager relied on skilled and experienced staff togather people’s preferences whilst care was being provided and to feed these back to the office staff to update care plans. There was no system in place to ensure care plans detailed people’s individual needs, including cultural and religious needs. The Registered Manager told us “When I review the case notes it will demonstrate if staff are respecting people. The carer might write ‘we knocked on the door, greeted them etc.’” There was a heavy reliance onstaff being proactive rather than providing sufficient information to guide staff on how to meet people’s needs. This had limited impact on people because the staff team was stable and had worked with people for some time, so people were being treated as individuals by staff.

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 they felt listened to by staff. Staff told us that they supported independence by “…help[ing] people have choices about their care by explaining options, asking for their preferences, respecting their decisions and involving them in planning daily routines.”

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. There were processes in place for staff to follow should there be an emergency whilst supporting someone. People told us that they felt staff would recognise if they were becoming unwell. The Registered Manager told us that their current system and financial constraints made it challenging to monitor whether staff have stayed with people for the full call times and have arrived on time. This was a known issue, and the Registered Manager told us they were looking at other ways of addressing this. People did not raise concerns about the length of call times or punctuality of staff.

The provider cared about and promoted the wellbeing of theirstaff andsupported and enabled staff to always deliver person-centred care.Staff told us they felt supported by the management team. They said,“they’re approachable, provide regular supervision and are always available for advice or guidance when needed.”The Registered Manager told us that they support staff through supervision and regular welfare checks. They keep the rota consistent and ensure staff get regular breaks.