Vale of York Intermediate Care service

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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, empathy and compassion. Staff respected people’s privacy and dignity. One person who used the service explained how daunting it was to need support with their personal care for the first time, but staff put them at ease. Another said, “The people and the care are brilliant. They were very friendly and they were obliging about my choices.”

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 and unique backgrounds. People’s assessments provided information about their background and personal circumstances, recognising the importance of this in relation to their care provision. People told us staff respected their preferences and wishes, including around the gender of the carer. Staff took an interest in people and quickly tried to establish a rapport and trusting relationship. A staff member told us, “I like to take my time with my clients and get to know them. I would like to notice if someone is having a bad day and sit and talk to them and get them to where they're more comfortable again."

People’s independence was promoted, so people knew their rights and had choice and control over their own care and wellbeing. People’s home environments were assessed to help identify any equipment which could safely support them and improve their independence. Referrals could also be completed for a professional to assess the person’s home for any long-term adaptations to aid them. Staff understood their role in promoting people’s independence. A staff member told us, “We discuss and encourage each person to do as much as they can independently and safely as possible. With repetition, the person can do more each day.” Most people told us they were included in discussions about their care, and this was regularly reviewed. For example, a person who used the service told us, “They told me what care was available if I wanted it and it was up to me what I took.”

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 told us staff were attentive and helped them to feel comfortable, taking the time they needed. A staff member stated, “I don’t rush as I like to make people feel that they are the centre of my world at that time, rushing would diminish that.” Staff alerted the team and line management if they were concerned about a person. Referrals were made for health and social care input when needed. Staff completed first aid training, so they understood how to respond in the event of an emergency. However, information to help guide staff when people may have been experiencing distress was not always available, which we discussed with the provider.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt well-supported in their role. They described reasonable adjustments the registered manager and provider had taken to support their well-being and to stay well at work. The provider ensured staff had access to other resources including an occupational health team and a confidential support service. Supervisions were an opportunity to discuss well-being, and staff told us members of the management team would regularly touch base to see how they were.