Alpenbest South

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 and their relatives told us staff were kind and caring towards them and that they were happy with the support provided. A relative told us, “She gets along well with her carers, and they are all kind to her and talk nicely to her. They never rush her at all, and she is happy with them all.” Another relative described how staff preserved their loved one’s dignity, telling us, “They cover her with towels, and they have asked me to get an extra heater to keep her warm.”

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 and their relatives told us their choices were respected by staff, and they were able to undertake the activities they wished to. One person told us, “I feel they respect me.” A relative commented, “I am very grateful for the service – they enable [person] to live at home which is what she wants.”

Where people had religious, cultural or spiritual needs, these were detailed in their care plans and we saw in records that staff had taken steps to support people to fulfil these. For example, where a person had lost their confidence in recent years, staff worked with local partners and the person to ensure they were able to attend their preferred place of worship again.

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

People and their relatives told us staff promoted people’s independence and empowered them to have control over their own care. One person told us staff understood how to support them to maintain their independence, “There are things I can do and things I can’t.” A relative commented, “That is one of those things about using [equipment] – they prompt her to use her leg muscles.”

Staff understood their role in supporting people to maintain their independence and be in control of their own treatment. We saw in care records that people were involved in decisions relating to their care and wellbeing. One member of staff told us, “If someone can do something for themselves, we are encouraged to let them. Our job is to keep them safe.”

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 and their relatives told us staff understood their needs, views and wishes and knew them well which meant there was consistency in the care provided. Staff took their time to observe and escalate concerns quickly. A relative commented, “In an area where there can be a high turnover of staff mum has been really fortunate as consistency is the main thing, having the same carers. I am completely happy with them.” Another relative said, “They have asked me to get things for her which shows they notice and care.”

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 treated fairly, their rights were respected and their workload was manageable. One member of staff told us, “It’s much better than the last place I worked. Here, I have the time I need, and I get paid travel time. If I’m delayed in traffic or caring for someone, I let the office know. They will either let the client know or send someone else.” Another member of staff commented, “It’s quite flexible. If I have to change a shift or take a day off, the management will do it if they can.”