Dwell-In Social 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 – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service since registration. This key question has been rated 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. The service had processes in place to ensure staff treated people with kindness and their dignity and privacy was respected. For example, regular spot checks were carried out on staff to ensure people’s dignity was maintained and to ensure staff communicated with people well. The relative told us, “They (staff) are always upbeat with [person]” and “Whenever [person] comes back (from being supported by staff in the community) [person’s] always got a smile on their face.”

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. The person’s care plan was personal to them and contained information for staff on how they wished to be supported, and staff demonstrated they knew the person well. A staff member said, “[Person] engages well when routines are followed. However, if there are sudden changes to the planned schedule, [person] may become unsettled or refuse to participate. We (staff) ensure any changes are explained to [person] in advance, where possible.” Another staff member said, “[Person] has a strong passion for being outdoors and enjoys gardening.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. For example, the persons care plan detailed what they could do for themselves and where they required support from staff. The persons relatives confirmed staff supported them to be as independent as possible and supported them to make choices. A staff member said, “l always encourage them (people) to do things for themselves while always providing the right level of support based on their support plan.”

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. Care plans provided information to staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated the persons discomfort and distress.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The manager had completed training to become a mental health first aider which meant they had the skills to support staff experiencing mental health challenges. Staff also received an award where their performance and contribution to the service had been recognised.