Ornate Healthcare Services

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 we spoke with outlined how their actions ensured people felt respected; people did not feel rushed by staff as they were given opportunities and time to talk. People had positive things to say about staff, including, “They do treat me with dignity, for instance if I have a visitor there they would be respectful and only come in if necessary to do care” and “They’re kind, I feel listened to.”

Providing companionship for people was regarded as being vitally important by staff. One person told us, “They’re fantastic, I’m really pleased with the care they provide and the manner in which they care.” People were listened to and allowed to make their own decisions. Staff teams were mainly consistent and trusting relationships had developed. A relative said, “They all speak to my relative with respect. They are comfortable with us and we respect each other.”

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.

There was a commitment to ensure equality and inclusion for everybody and staff took appropriate action. For example, people's care was planned with them, and they were involved in developing their own care and support plans if this was their choice. This helped ensure they were always treated as individuals. Staff respected people’s wishes and used appropriate pro-nouns; these weren’t always accurately reflected within care notes however, and we brought this to the registered manager’s attention, who took appropriate action and scheduled staff training. We received evidence of this following the inspection.

People told us care plans were regularly reviewed and updated where appropriate to reflect any changes in need. Information was sought about people’s preferred routines. Professionals commented how the commitment from staff in going above and beyond made a significant difference to people’s wellbeing and stability.

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

Staff told us they encouraged people to do what they could for themselves as much as possible and supported them when they needed assistance. One relative told us, “My (relative) is on a zimmer and is very independent and will do things for herself. They let her do things; they respect her wishes.”

When providing personal care staff kept people informed step by step. One staff member told us, “I explain things and give them options. With oral care for instance, if they are happier to do it themselves, I let them brush their teeth.”

Care plans included information about how to support people in a way of that reflected their choices and promoted independence where possible. One person said, “They’re all very good and a couple are excellent. One encourages me to move my arm and leg.”

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.

Relatives we spoke with were confident staff would take appropriate action to deal with any emergencies, for example if people were unwell and needed a doctor or more urgent medical attention. One told us, “If there was a problem, they would ring the district nurses or an ambulance.”

One family member said they had asked to have female carers, but a male carer had been sent; they had complained about this, and a male carer had not been sent again.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.