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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.

Feedback from people and relatives was overwhelmingly positive. One relative said, “Staff couldn’t do enough for [name]. We like the staff and treat them as our friends. It’s more than just a job for a lot of them.”

A health professional told us, “Staff are friendly, approachable, and professional, and it is clear that all support is provided with genuine 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.

People’s health, social and personal needs were assessed and monitored frequently which ensured their care was person-centred. People’s individual needs and preferences were detailed in their care plans, which contained information about what was important to them. This included their individual needs, preferences, routines, life history and goals, enabling personalised care delivery. Staff understood the importance of treating people as individuals and followed their care plans.

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

People were supported to make choices about their daily routines and how they preferred to be cared for. Staff promoted choice in how people spent their time and ensured support was flexible so people could maintain control over their care. One person told us, “I’m fairly independent. I have a mobility scooter and go out every day, weather permitting. Staff always make sure I’m properly dressed if it’s bad weather and they always insist I let them know when I’m back home.”

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.

Staff responded promptly when people’s needs changed and took action to keep people safe. Records showed staff contacted health professionals quickly when people became unwell and followed advice to provide immediate support. One care professional told us, “Care documentation is of a good standard, staff respond quickly when needs change, and the people I support appear safe, well cared for and settled.”

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

An electronic care record system had recently been implemented and staff told us they were easily able to locate people’s care records using handheld portable tablets. Managers were available to offer guidance and encouraged staff top develop their skills. This contributed to a positive working culture.

Staff told us they felt supported in their roles and said managers were approachable and encouraged open communication. Staff were comfortable raising any issues and felt listened to when they did so. Staff described a team culture where colleagues helped each other and said senior staff were available to offer guidance when needed. A staff member told us, “As far as I’m concerned, the service is well-led. We have team meetings every month and the team leaders / managers will always do their best to accommodate any problems. Staff morale is good.”