United Response - 29 Mayfair Avenue

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

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

People were supported by staff to be as independent as they could and wanted to be and to have as much choice and control over their lives as possible. Typical feedback included, “I can choose the food I eat and I sometimes help staff cook my meals,” “My [family member] is encouraged to be as independence as he can be. For example, staff support him to make his own tea and breakfast in the morning” and “[name of family member] is encouraged to regularly tidy his room and go out with staff to the local shops to buy food he likes to eat.”

The registered manager and staff confirmed they supported people to be as independent as they could safely and wanted to be. Staff demonstrated good awareness of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with. For example, staff knew who preferred to make their own breakfast and brush their own teeth in the morning and was capable of doing this safely without any staff assistance. A member of staff told us, “We actively encourage and support everyone who lives here to get involved with everyday domestic chores, like setting the table for meals, doing their own laundry and going out food shopping with staff.” People moved freely around the care home and spent their time as they wished, with no unnecessary restrictions.

The registered manager and staff confirmed they respected people’s choices and supported them to make informed decisions about the care and support they received. For example, people chose from various sandwich fillings staff had shown them before lunch was prepared so people could make an informed decision about what sandwiches they ate that mealtime. A relative told us, “My [family member] makes his own choices around social activities he likes to do and will often go out with staff food shopping, so I’m confident he eats the food he likes.” A member of staff added, “We respect peoples choices here. People can do as they please within reason. I know [name of service user] has asked me if they can have a haircut and a go to the café this afternoon, so that’s exactly what we’ll do after lunch.”

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.