Priory Supported Living Hull & East Riding

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 observed warm, positive interactions between staff and people using the service. Staff spoke about people respectfully and with compassion. Staff understood how to promote people’s dignity and provided examples of this. Feedback from relatives included, “[Name] seems happy and relaxed with the staff” and, “They (staff) are brilliant with [Name]. [Name] loves all the staff.” A visiting professional told us, “I've observed good interactions between [Name] and staff.”

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 were knowledgeable about people’s preferences and support plans contained relevant information about people’s likes and dislikes. One staff member told us, “I absolutely love it - working with the tenants. They all have different qualities and are all unique. It's so lovely working with them and supporting them to develop their skills and independence.” One person using the service told us, “I love the staff. They help me with anything I need. They know what I need and what I like.”

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 flats and lived independently, with support from staff with the aspects of daily life they needed – such as support to manage their tenancy and finances, support with personal care and/or medication, and support with daily living skills. The level of support was tailored to each person, and this was outlined in their support plan. We observed staff prompted people to do things for themselves and encouraged them to be as independent as possible. People’s choices were respected. One person told us, “I have my independence. I do my own washing and cleaning, but I don't like cooking so staff help me with this.”

The provider listened to and understood people’s needs, views and wishes. Staff usually responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff understood when people were showing signs of anxiety or distress and there was information in their support plans about how to respond. The provider also had systems in place to record and review any incidents, to ensure staff provided an appropriate and consistent response. Most relatives and people felt staff were responsive to their needs, however one person told us some staff did not listen to them or always understand their communication needs. The provider took action in response to this feedback and arranged for them to be supported by regular staff who knew them better.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff we spoke with were unanimously positive about the support they received. Comments from staff included, “I’m 100% supported” and, “I love it. It's the best place I've ever worked. The management listen to you and they're approachable. They do anything they can to support you. In supervisions they ask about your mental health and how you’re feeling.”

Team meeting minutes showed that staff had regular opportunities to feedback any concerns about the service or with their own wellbeing. The provider shared compliments and positive feedback with staff. There was an employee of the month reward scheme, which staff were able to nominate their colleagues for. Staff felt valued and able to contribute towards decision making. Staff provided examples of how they had been supported when they needed an adjustment to their roles. People benefited from the motivated workforce and positive culture at the service.