Yohden Hall Care Complex

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 spoke positively about the care they received, describing the staff as caring and kind. A relative we spoke with said, “Oh yes (staff are) kind and patient.” During our visit we saw numerous examples of kind and caring interactions taking place.

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 knew the people they supported well and were able to use this knowledge to provide personalised and effective care. A relative told us, “They (staff) know her likes and dislikes.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans provided information about people’s social and leisure interests, what they enjoyed doing and the support they needed to participate. One person told us, “I’ve made quite a few friends out of the carers. I spend my time how I want.”

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. During our visit we saw that people received timely but unhurried support when needed, and staff were effective in monitoring and improving people’s wellbeing. One person told us, “If the staff see you on your own, they always pop in.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff spoke positively about working at the service and told us they were supported in their roles. One member of staff said, “I think we all work together as a team and always there to support each other. Not just with work but personal issues.”