Turning Point - Cumbria Learning Disabilities Supported Living

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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Staff knew people exceptionally well and consistently demonstrated compassionate, respectful and person-centred care. We observed highly meaningful interactions throughout the assessment, with staff showing genuine warmth, empathy and a strong understanding of people's individual needs, preferences and aspirations.

This included a person who had a particular interest in a pop idol and had for many years wished to attend a concert but been unable too. Staff supported them to do this with their full involvement. Staff went above and beyond by contacting the performer’s management team and successfully arranging for the person to meet them in person at the concert, enhancing an already special experience.

Comments from people included, “The staff are lovely”; “Staff are really good at their job, if I had medals, I would give them to staff,” and, “Staff do treat me with dignity and respect. When I was ill and needed personal care I kept apologising, but staff kept reassuring me that it wasn’t my fault.” A staff member said, “I feel the organisation provides strong support and is committed to a high-quality, person-centred care.”

Comments from relatives included, “All staff are wonderful. When they were in hospital staff never left their side” and “My relative has a really good relationship with staff, and I see it when I visit, they have a laugh (together).”

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 observed people participating in things they wanted to do. This included returning from day centres and other trips out.

Care plans were person-centred, and staff had a good understanding of people’s preferences, goals and support needs. Communication plans were clear, and staff responded well to both verbal and non-verbal communication.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives told us people were encouraged to make their own choices and live as independently as possible. Staff supported people to take part in a range of activities and be involved in their local community, recognising that everyone’s abilities and goals were different.

Promoting independence and wellbeing was a strength of the service, with staff taking pride in helping people achieve their goals and live the lives they wanted. People had timely access to healthcare professionals, including occupational therapy when needed, helping them maintain or build their independence.

Systems supported people to have choice and control over their lives, and people told us they were involved in decisions about their care. Care plans provided staff with clear information about people’s needs and preferences, and appropriate equipment was available to maximise independence.

The provider listened to and understood people’s needs, views and wishes. Staff were well trained to responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People’s records gave staff clear guidance on when to raise concerns and seek professional advice. Staff recognised when people needed extra support or were becoming anxious or unwell and responded promptly. Relatives told us communication plans helped staff identify signs of distress or pain, particularly for people who were unable to communicate verbally, and supported the early recognition of changing needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well supported and had regular team meetings, handovers and supervision sessions where they could discuss their roles and any support they needed. Managers and staff highlighted the importance of working as a close, supportive team and maintaining a healthy work-life balance.

Staff received a good induction, regular training and supervision, and had access to policies and support to help them stay well at work.