Archived: Clifton 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to 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.

People were treated with kindness, empathy and compassion by staff who respected their privacy and dignity. Everyone we spoke with told us they were treated with respect by a kind and caring staff team. One person said, “The staff are very caring they have a laugh and joke with you.” A relative told us, “I think that the carers are very caring and do a very good job.” Staff spoke about people with kindness and with positive regard. One staff member said, “I do enjoy the contact with people. I find it really nice just getting to know them.”

People were treated as individuals and support and treatment met their specific needs and preferences. Support plans took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People had individual assessments based on their own individual needs and likes. These included things which mattered to the person including religion, sexuality, disability and relationships. Staff knew those they supported well. One staff member said, “We know what matters to people and [person’s name] finds a lot of comfort in their religion. We support them with playing hymns and services for them which they love.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were encouraged to remain independent. One person told us they did most of their own personal care but sometimes needed help with certain aspects of it. They said the staff were patient and understanding and encouraged them to do what they could for themselves without rushing them. They found this to be reassuring and supportive.

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. We saw 1 person started to show signs they were becoming disorientated and confused. A staff member responded immediately to this and supported the person. They spent time with them talking and supporting them to express themselves. The person visibly appeared to relax and engaged with the staff member. We saw other instances where people were responded to promptly and in a caring and engaging way to help ease any upset and anxiety.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All the staff members we spoke with told us they felt supported by the provider and were encouraged to raise any concerns or issues in a timely way. Staff members felt the providers policies and procedures supported their individual wellbeing. One staff member told us they were encouraged to complete additional qualifications in care which they found to be motivating. Another staff member told us they received discounted public travel by the provider which helped them and made them feel valued.