ARCH Winchester

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.

People told us staff always treated them well treated and we saw staff treating people with kindness, and compassion. People enjoyed positive relationships with staff who supported them.

Staff were non-judgemental in their approach to people. The provider ensured care staff were aware of the significance of how they communicated with people in terms of their choice of words and tone of voice, to promote positive engagement with people.

Staff always respected and upheld people’s privacy and dignity. Leaders and staff treated information about people confidentially.

The provider treated people as individuals and made sure care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds.

People said they felt staff knew them and understood them. Staff told us they tailored their approach to each person they supported. Staff were able to describe the approaches and strategies they used to engage different people.

People exercised choice and control over their care and support, including saying how they wanted it to be provided. People were encouraged to discuss how they were feeling and any concerns, to enable them to make sense of them and to help care staff support them appropriately.

Leaders supported people and advocated for them to ensure their views were represented and heard.

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

Staff made people aware of the options for their care and support. A professional confirmed care staff empowered people by engaging them in conversations and decision making about their care.

Staff supported people to become more independent by helping them think about what they wanted to achieve and how best to work towards this, This included identifying and breaking down barriers to people reaching their goals, for example, working out the best time for activities, the spacing of activities and meetings across the day and the most appropriate staff member to support the person. Care staff ensured they did things with people and not for them, to promote their skills development.

People had access to their local community facilities which staff encouraged them to use to pursue their interests and goals. Staff supported people to look at opportunities for voluntary work and education as well as daily living skills and enabled people to pursue and develop their skills and hobbies.

People were encouraged to develop their social as well as practical skills and to maintain their social networks. Staff supported people to make any practical arrangements where required.

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.

Staff understood people’s behaviours and the signs that might indicate their mental health was deteriorating. Staff responded quickly to signs of people’s distress. If people were at risk of self-harm staff supported them and measures were in place to enable them to manage their emotions.

We saw when staff responded to an incident, they were mindful of ensuring not only the person’s immediate safety but their welfare.

There were always sufficient staff available to respond to changes in people’s presentation or needs, including out of hours. Leaders were always available to care staff for them to seek advice and practical support as required.

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

The provider promoted a culture of inclusivity, listening and openness. Staff told us within their work they felt safe, valued and well-treated by the provider. Staff were included in and involved with decision making.

The provider was very aware of the need to ensure staff safety and welfare; they actively identified and addressed safety issues. Staff said they received all the relevant training, support, and supervision they required for their role.