Hepworth House

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 inadequate. At this assessment the rating has changed to 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. For example, we observed that people were spoken to with respect, kindness and interacted with positively. A person told us “The staff are nice to me and kind.”

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. For example, people’s care plans contained information about their past and individuals’ cultural preferences. A relative told us, “[My relative] loves clothes and jewellery and one of the carers goes to great lengths to make sure [they] are dressed in matching clothes each day and even helps [them] with [their] make-up.” Staff we spoke with knew people well, including their past lives before living at Hepworth House.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans promoted people’s independence. For example, a person’s care plan stated what aspects of personal hygiene they were able to complete independently and where they required staff to support them. People had access to a range of activities and past times. Recent examples included, armchair exercises, arts and crafts, bingo, live entertainment and shopping. A staff member told us, “You need to treat people how you want to be treated.” Where people did not want support to take part in activities or pastimes this was respected. For example, a person said, “I don’t do anything at all, but that’s what I want.”

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. For example, we observed medical advice was sought when people had been injured following accidents. The provider shared this information appropriately with external stakeholders. People had access to drinks and snacks, and we observed staff checking with people if they needed refreshments and ensuring they were comfortable. A relative told us, “Staff have got to know my relative well and sometimes can anticipate their needs.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Overall, staff we spoke with told us they had received regular supervision and were supported by leaders. For example, a staff member told us that they found the staff team supportive and the management approachable.