Beige 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 70 (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.

One relative told us, “Care has been exemplary. They treat my family member with respect at all times. [Family member] is very comfortable with all the members of staff and is always pleased to see them….They are caring and compassionate and never appear rushed and allow my family member to take their time.”

Another person told us, “They are kind and caring and go out of their way to support me and my family.”

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.

Staff knew people and their preferences well and staff followed people’s wishes.

One staff member told us, “We ask [people] about decisions, don’t do things for them, they are involved in the process.”

Care plans included information about people’s cultural and religious needs. However, more information was needed about people’s communication needs and daily records were not person centred enough.

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

One relative told us, “Staff have always tried to maintain [family member’s] independence.”

Another person told us, “The staff treat me with respect and understand who I am and know how much my independence is important to me….[Staff] listen to my directions to what I need or how I like things.”

Staff told us they always respected people’s wishes. One staff member told us, “[I] ask [people] about decisions, don’t do things for them, they are involved in the process.”

Another staff member told us, ‘We respect their beliefs, choices they make…We enable them to make their life better. Ask what they would like to wear and eat….try our best to support them to spend their life happy, independently, safely.”

The provider listened to and understood people’s needs, views and wishes. Feedback from people and staff demonstrated staff were compassionate and responsive.

However, daily records did not evidence staff always responded to people’s needs in the moment or act to minimise any discomfort, concern or distress.

There were several entries in daily records where staff had reported people were sad or experiencing pain with no record of any support provided.

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

One staff member told us, “[Registered manager] has been very understanding and supportive”. Another told us, “I feel supported and treated with respect.”

One staff member told us when they had challenging personal circumstances the registered manager had been flexible and supportive. Staff told us there were enough staff to meet the workload.

Staff told us they had regular check ins and opportunities to feedback about concerns with the service or with their own wellbeing to the registered manager. However, there were not records to demonstrate this.