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• 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 75 (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.

Staff treated people with kindness, compassion and dignity. They respected people’s right to privacy and told us how they did this. A member of staff said, “If we are giving personal care, we make sure no one else is there. We close the door.” Another member of staff told us, “We treat service users with respect and dignity. We maintain their privacy when giving personal care. We also ask family to give privacy to service user while in bathroom. We close the door while assisting service with personal care”. People said staff treated them respectfully. A relative said, “If there is personal care then privacy is maintained at all times.” Another said, “The carers that look after my [relative] are companions and carers and they treat [person] with respect and ask their opinion and permission before they deliver any care.”

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.

Care plans were person-centred, based around the needs of individuals. People had been involved in developing their care plans to help ensure they reflected their needs and preferences. Staff had a good understanding of people’s needs and how to meet them. As a goodwill gesture, all people who used the service were given a Christmas card and a tin of biscuits. People told us they were treated well by staff. A relative said, “My [relative] can be grumpy but as soon as the carers arrive, they come alive. They have worked hard to establish a good rapport and understanding.”

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

Care plans included information about people’s likes and interests, including food preferences where they required support with meal preparation. They also set out what people could do for themselves and what they need support with. This helped to promote their independence. Staff told us how they supported people to make choices about their care and to be as independent as possible. A member of staff said, “We always talk to them [people] about what they want. If I am going to make the breakfast, I always ask what they want.” Another member of staff told us, “I treat service users with respect and dignity. I tell them you are the boss. I let them lead. I ask them about their choices regarding what time they want personal care, what clothes they want to wear, and what food they want to eat. Whatever they can do; I let them do.” People told us they were able to make choices about their care. A person said, “I know what needs to be done, it’s my choice, I just cannot do it for myself, and the carers are happy to support me.”

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.

People were involved in developing and reviewing their care plans. This meant staff had up to date information about how to meet people’s needs. Staff we spoke with had a good understanding of how to support individuals and people told us their needs were met. People told us where they had raised concerns about needs not being met, these had been addressed. For example, relative said, “There was a problem [with staff not always staying for the full amount of time], but it has been sorted out now.”

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

Staff we spoke with were mostly positive about the support they received from the senior staff and told us it was a good place to work. A member of staff told us, “[Registered manager] is supportive and always accessible. They take ideas on board.” Staff were provided with regular training to help them develop in their role and meet people’s needs. This included training on dementia care, learning disabilities and dignity in care. Staff were given a gift of vouchers at Christmas as a thank you for the work they do.