Waterloo Court

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This was the first assessment of this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. They also treated colleagues from other organisations with kindness and respect.

The registered person demonstrated a respectful, discreet, and responsive approach when interacting with people using the service.

They showed awareness of the limits of the service and directed people to other services to ensure their needs were met.

Feedback from people who had used the service was consistently positive, with people commenting favourably on the conduct and professionalism of the registered person.

We scored the service as 3. The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

The service made reasonable adjustments to meet the needs of people using the service. This included ensuring access to the premises and responding to peoples’ preferences where able. For example, the registered person supported one person to use their mobile phone as a distraction during blood collection.

The registered person ensured that people were provided with information about blood testing and how to raise concerns or make a complaint.

Information was available in formats that could be adapted to meet individual needs, such as larger print, and could be translated into other languages where required. The registered person also had access to an online translation tool to support effective communication with people whose first language was not English.

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

People were either referred or self-referred to attend the service for blood testing. The registered person demonstrated an understanding of people’s preferences and specific needs and made reasonable adjustments wherever possible to ensure these were met.

We scored the service as 3. The evidence showed a good standard. The service 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.

The registered person demonstrated the ability to recognise and respond to changing risks to people using the service. For example, if a person became unwell during a blood collection procedure, the registered person would act, including escalating to emergency services where required.

We scored the service as 3. The evidence showed a good standard. The registered person managed their wellbeing to always deliver person-centred care.

The registered person was the sole staff member delivering care. They demonstrated an awareness of their own wellbeing and took steps to ensure they were able to provide people with a consistently high standard of care and treatment.

A lone working policy had been devised; however, this lacked some detail. It did not clearly outline the processes for sharing their whereabouts with an external contact when undertaking home visits, or the actions to be taken should they fail to return as expected. Following the inspection, the provider submitted an updated policy detailing safety precautions for mobile visits.