The Piers

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 good. At this inspection 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff knew people well and were observed providing reassurance, encouraging independence, and supporting people to make choices.

One relative told us, “Staff are always polite and treat residents with dignity” another relative told us, “I see that my loved one has a good relationship with staff, and they know my loved one well. They clearly are fond of my loved one which is heartwarming and my loved one is very comfortable in their presence.”

The service 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.

Care plans outlined what people could do independently and what support they required. They also included details of people’s gender, religion, culture and personal aspirations.

A relative told us, “My loved one has been going to new experiences in the last 2 years, 2 trips away and a variety of live performances. The staff have been eager to support them…My loved one has really enjoyed these special activities.”

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

People’s care plans contained information on people’s abilities and how to support them in their day-to-day life, including building and maintaining relationships. They also detailed people’s choices about food preferences and activities they liked.

Staff communicated effectively with people using a range of techniques. They were observed encouraging independence and supporting people to make choices. A person told us they could choose what they wanted to do each day, and relatives told us their loved ones were supported to be independent and make decisions.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were observed providing reassurance to a person, following their care plan to ensure a positive outcome. They knew who to report any changes or concerns about a person to. One staff told us, “Whether it is about their safety, wellbeing, health, behaviour, or any change that worries me, I would report it immediately to the senior on shift or the manager.”

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

The provider held an annual awards evening for staff. The registered manager had been nominated for an award, and they had nominated staff for an award. Within the home there was a recognition system and staff were rewarded for positive practice.

We found the provider completed pre-employment health questionnaires as part of the recruitment process; in case any reasonable adjustments needed to be explored. The provider had a mental health first aider available to support staff if they required.

Staff told us they were happy working at The Piers, and they worked as a team. One staff member told us, “Working at The Piers feels meaningful and rewarding. The team is supportive, the environment is positive, and there’s a real focus on helping people live fulfilling lives. I appreciate the opportunities to grow, learn, and be part of a service that genuinely puts people first. Overall, I feel proud to work here and to contribute to the progress and wellbeing of the individuals we support.”