Sycamore House

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. People and relatives told us staff were kind and caring, and they were well looked after. People were supported in a comfortable and homely environment. Staff supported some people to carry out their daily rituals and routines, which was important to them. We observed caring and dignified interactions between people and staff and people appeared comfortable and relaxed in staff's presence. A relative said, “[Name] seems happy when I speak to them, and when I speak to staff, they are always nice. Staff bring [name] to see me at home and they are kind, [name] can become emotional, and staff are really good at understanding what [name] needs.”

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. Staff told us about each person's needs and preferences. People were encouraged to do their own shopping and complete activities of daily living. People and relatives told us staff knew them well and provided care to suit their needs and wishes. One person proudly showed us their ‘fidgets’ which they kept on a necklace, they told us this helped reduce their anxiety.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had their own rooms and bathroom areas, which were personalised to them. For example, 1 person had sensory lights and music in their rooms, which they enjoyed. Another person had their room decorated in their favourite colours. They told us they had asked for this specific decoration, and it was provided. Staff supported people to clean their own spaces, and we saw staff encouraging people to carry out domestic tasks. A staff member said, “[Name] likes to get up later in the morning. We the work together and do their daily morning routine.” And a relative said, “They choose a menu together. On a Sunday [name] doesn’t like a roast dinner, so they always make them something different.”

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 had 1:1 staff support in place, meaning they could choose how to spend their time and staff were always available to support them with their needs and wishes. People were well kempt. We saw people were clean, wearing trendy clothes and shoes of their choosing, and wearing make-up and perfume or aftershave.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt supported in their roles, they told us they were encouraged to professional develop their skills and knowledge. Staff had regular team meetings and supervisions to support them raise concerns or suggestions. Staff initiatives were in place, such as long service recognition, birthday gifts, helplines and mental health support. A staff member said, “I have had lots of training. I have regular supervisions, multiple times in a year. The management are good; they are the best I have known.” Another staff member said, “The managers always encourage you to develop professionally.”