HF Trust - Pound Lane

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People consistently described staff as kind, respectful, and supportive. Staff took time to get to know each person and understand what mattered to them. In most cases we observed staff interacting with people in a dignified way, however we did observe on two occasions staff did not respect people’s dignity. This was highlighted to the management, and they acted promptly to ensure this did not happen again.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice, for example, where incidents relating to medicines occurred the management identified these and shared lessons learnt with the wider team.

Staff celebrated people’s achievements and supported them to build confidence and self-esteem. We saw staff promoted people’s independence, so people knew their rights and had choice and control over their own wellbeing. For example, where a person’s preferred communication was not verbal communication, staff were communicating with the person by writing things down. We saw the staff member was patient and considerate to ensure the person had time to process where and what they wanted to do. A relative said, “The staff are excellent in how they use their skills in making [relative] feel at ease in communicating with them.”

People were encouraged to express their views and were involved in decisions about their care and daily routines. People were involved in meeting called ‘voices to be heard’ which allowed them to express what they wanted to improve or what they felt was going well. People said they felt listened to.

Where people requested support, we observed staff being responsive in supporting the person.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The staff acknowledged that morale in the team fluctuated, however they did feel supported by their team and could share their thoughts. One staff member said, “I feel very supported.”