Care and Support Service Sandford Station

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.

Staff shared examples of how they supported people to maintain their privacy and dignity. Examples shared included closing doors and curtains, asking people for permission before providing support and covering people with towels during personal care.

People and their relatives told us people were treated with kindness and their privacy and dignity were respected. Comments included, “Yes, they are kind and caring. Very nice, they talk to them” and “Yes, they help to maintain my dignity and privacy. They shut the door when doing my personal care.”

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.

People’s care plans reflected their individuality. They recorded their life history, important people in their lives and any religious or cultural beliefs.

People were able to choose to access a range of activities based within the care village and in the local community, this included religious services. Staff support was available to people to attend events and outings if they requested this.

People and relatives said staff respected people’s preferences. They could take part in the different activities on offer as much or as little as they wished. Comments included, “He goes to a couple of clubs. He goes shopping and to lunch” and “They do things in a certain way, how I like it done.”

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

People were able to make decisions about their own care, treatment and well-being. They had choice and control over their own routines, the support they required and when they received this. Staff respected people’s choices, care notes demonstrated this.

Some people used virtual assistant technology to remind them to complete tasks, such as taking their medication. This promoted their continued independence in this area.

People told us they were encouraged to retain their independence. One person said, “If for example I am able to do some bits for myself they leave me to do it and offer to support with things that I can't do, and they explain to me what they're doing as they do it.” Another said, “They help me with my personal care, so much easier with somebody there. I do as much as I can. I am grateful.”

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.

People had access to a call bell and wore a pendant they could press to seek staff support when they needed it. People and relatives told us when they had needed to seek support this way staff had come to support them. Comments included, “They respond quickly” and “They respond well to the alert button.”

Where people had fallen and required medical attention this had been immediately requested for them and support provided by staff until medical services arrived.

Staff responded to people’s requests as they were made. One person told us, “If there's something I want, I can call down and they will bring it for me.”

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

The provider had an employee assistance scheme and various discount schemes, which were available to staff. Managers had assessed the risks associated with lone working at the service. They ensured support was always available to staff to support their wellbeing. For example, staff had access to counselling services. Staff told us they had been supported by management with their wellbeing. Some staff had individualised wellbeing plans. One staff member told us, “Any support I need they've been really good.”