Silomarg Ltd

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 85 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Relatives generally spoke positively about the care provided and told us people were supported by a consistent team of staff who knew them well. Staff understood people's individual needs, preferences and routines and delivered care in a way that respected their choices, privacy and dignity.

Staff sought consent before providing support and encouraged people to maintain as much independence as possible. Relatives described staff as caring, respectful and attentive, and highlighted the personalised approach staff took to supporting people.

The registered manager and staff team promoted a culture where people were valued as individuals and treated with dignity and respect. Staff demonstrated a good understanding of people's needs and spoke about them with warmth and compassion. This meant people received kind and compassionate care from staff who knew them well and respected their privacy, dignity and individuality.

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.

People received care that recognised and respected their individuality. People confirmed staff had a caring attitude and felt relationships were positive. Where there had been any concerns raised, thorough investigations were carried out by leaders to ensure matters raised were addressed. Records about people were written with care and respect and the guidance always promoted people’s dignity. Care plans reflected personal preferences, routines and the support people required to achieve their desired outcomes.

Relatives described the provider as attentive to detail and focused on delivering personalised care. Staff knew people well and could clearly explain what was important to them. This meant people received care that reflected their individual needs, values and preferences.

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

People were encouraged and supported to make choices about their lives and maintain as much independence as possible. Staff respected people's decisions and sought consent before providing care and support. The registered manager told us they encouraged people to remain involved in tasks and activities wherever possible and said, “We prompt, we try and assess how much they can do.”

Care was delivered in a manner which reflected people's wishes, choices and individual goals. Staff understood the importance of promoting independence and empowering people to make decisions about their day-to-day lives. They gave examples of encouraging people to consider activities they may initially be reluctant to take part in by discussing the benefits and helping them see things from a different perspective.

People received support from staff who knew them well and understood how to balance encouragement with respecting individual choices and preferences. Staff and leaders completed a range of training designed to support them in providing safe care and specialist training aligned to people’s needs while promoting independence. This meant people were supported to maintain their autonomy and do the things that mattered to them; while receiving the care they needed to keep them safe and well.

The provider was exceptional in how they 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.

Care packages were flexible and responsive, enabling support to be adjusted quickly when people's needs or circumstances changed. Relatives described the service as responsive and accommodating. One relative said, "I'm extremely happy with them, they're very good with [relative], they're flexible. I'd definitely recommend them if anybody asked me." Another relative explained they had requested a change to a call time so their family member could watch a football match and said the provider was very accommodating. Staff also maintained good communication with people and their relatives, including informing them if they were running late.

When describing good practice for the service, one professional said, “Their reliability and willingness to work with families to accommodate preferred care call times wherever possible, subject to staffing availability and operational capacity. This flexibility has often assisted in facilitating safe and timely hospital discharges. I have found management to be approachable and responsive when discussing referrals and care arrangements.”

Staff knew people very well and could recognise changes in their wellbeing, enabling them to respond quickly when additional support was needed. The registered manager explained staff would go out to support people outside of planned care arrangements when necessary to ensure they were safe and cared for.

The registered manager described occasions where people who lived alone required emergency medical assistance. In these situations, they remained with the person to provide reassurance and emotional support until appropriate arrangements were in place to prevent delay in the person's treatment and provide them reassurance. The registered manager said, "As a human being you can't just leave someone in that situation." Staff followed clear escalation procedures, communicated effectively with senior staff and external professionals, and acted promptly when concerns were identified.

The provider's person-centred approach meant people's wishes, preferences and immediate needs were prioritised, even during periods of increased vulnerability or unexpected change. This meant people received highly responsive care and support that reduced distress, promoted wellbeing and ensured they received the right support when they needed it most.

The provider always cared about and promoted the wellbeing of their staff. They were exceptional at supporting and enabling staff to always deliver person-centred care.

Staff spoke very positively about working for the service and consistently described the registered manager as supportive, approachable and caring. Staff told us they felt able to access advice and guidance whenever required and were supported both professionally and personally. One staff member described how the registered manager had supported them to attend a personal appointment and ensured they returned home safely afterwards. The registered manager also provided examples of where they had gone above and beyond to support staff experiencing personal difficulties, recognising the impact wellbeing can have on both staff and the people they support.

Training systems ensured staff developed the skills and knowledge required to support people safely and effectively. Staff demonstrated a good understanding of people's care needs and the provider's expectations regarding person-centred care. Staff felt valued by the organisation and told us they were encouraged to seek support whenever needed. One staff member said, “There is no reason to come to work if you are not happy to work, you are working for someone's relative who depends on you.”

The registered manager maintained effective oversight of staff performance and promoted a positive, caring culture throughout the service. Staff were able to raise ideas and concerns openly, although some told us they would welcome more opportunities to contribute through formal team meetings and one-to-one discussions. This meant staff felt valued, respected and supported to provide high-quality, person-centred care, contributing to positive experiences and outcomes for people using the service.