Intrinsic Care

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

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff were heard speaking with people in a kind and caring manner and it was clear staff and people had a good relationship and staff knew people well. People appeared comfortable in staff’s presence. A staff member told us, “You need to give people space, patience and emotional support.”

We asked staff how they communicated with one person as we had noted in their care plan staff needed to speak to them face on as the person used lip reading to aid their understanding. Staff told us, “You need to show patience when communicating, so [person] can understand you. You get used to how [person] speaks and can understanding what they are saying.

Staff were committed to caring for people. One staff member told us, “We have to give good quality care.”

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff promoted people’s independence and people were supported to make their own choices.

People could make their own choice in how they spent their time. One person told us how they liked colouring and doing puzzles. We read how much they enjoyed singing and dancing and staff confirmed this.

People’s care plans included detailed information about their preferences, including likes, dislikes and what they could do independently. For example, one person needed support with showering, but only for areas they were unable to wash themselves. This meant they retained their sense of independence, rather than staff taking over tasks they could manage on their own. A staff member told us, “She likes chocolate milkshake from [famous burger takeaway], we order it in.” We saw this person having lunch with a senior staff member on the day of our visit. This included a drink of their choice.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.