The Apuldram Centre

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 told us they thought staff were kind. One person said, “They give wonderful care to me.” Another said of staff, “So polite, so kind.”
Staff we spoke with talked of people they supported with respect and genuine regard.
The registered manager and staff consistently told us how people’s needs, and what was important to them, was central to how staff supported them.
 

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.
Support plans contained information about people’s life history as well as any preferences or individual requests they may have as to how care and support should be provided. People confirmed they had consistent staff who knew them. The registered manager and staff spoke about people, emphasising their strengths and abilities. For example, staff had spent time getting to know people to understand their needs and preferences including an awareness of the importance of 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 told us they had busy lives which they chose. For example, one person told us they enjoyed bowling and chose which staff they wanted to go with them.
Another person explained their health needs and what they needed from staff to attend appointments and be in control. For example, helping write dates on a calendar to help with remembering and planning.
 

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.
The registered manager demonstrated the system for alerting where people needed urgent health care. Staff were aware how to respond to immediate needs and ensured prompt action.
One person told us, “When I was ill, they called my parents for me.”
 

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 were well supported. They commented on the induction and training, saying it was not hurried and gave them time to learn. Staff received regular in person supervision meetings, where they spoke about a range of topics with their managers.
Team meetings and wellbeing checks were carried out. Leaders carried out staff surveys and whilst they were overwhelming positive with comments such as, “I believe that The Apuldram Centre makes a positive difference to people's lives.” and “I feel proud to work for The Apuldram Centre” leaders still sought to improve in areas including Leader visibility and how updates were communicated.