Inner City Care, Sherwood House

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 requires improvement. At this assessment the rating has changed to Good. This meant people always felt well-supported, cared for, or treated with dignity and respect.

This service scored 65 (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 provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing.

People’s care records contained details of their preferences, choices, likes and dislikes. This included information such as preferred call times, favourite meals, activities, and hobbies. They also included details of people’s ability to carry out tasks for themselves such as personal care, choosing their own clothes and getting dressed and preparing and eating meals. Where support from staff was needed, this was discussed with people and their relatives (where appropriate) to ensure the appropriate level of support was provided.

Staff were able to describe what action they took to promote people’s independence and choice and control of their care. One staff member told us, “I am super friendly and easy going. I always try to have a chat with my clients to understand them, their choices and wishes. I give them personalised care with support and guidance from my line manager.”

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.

The provider ensured staff were able to communicate with people in people’s first language Some people had limited ability to communicate in English. Therefore, staff ensured their needs were met, through communication in their chosen language. This also helped to reduce the risk of discrimination.

People and relatives told us staff understood people’s needs and they were confident the care received was appropriate. Any immediate changes to people’s care were acted on.

A person said, they cook for me and I’m a really fussy eater, so I tell them what I like to eat. I would certainly let them know if they attempted to give me something that I did not like.” A relative said, “Things have changed over the last 2 years, and they have taken on that change. Staff take [my family member] to Church but family member was having an unexplained coughing fit and the carer waited with them, put their mind at ease, supported and comforted them. They calmed them and then called me.”

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

The provider took their responsibility to provide a safe, inclusive, and positive workplace seriously. For example, they held regular ‘wellbeing’ sessions for their staff where staff could discuss any concerns they had about their role or their own health. Recently a session was held for staff to help them identify any early signs of breast cancer.

Staff rotas were amended to take into account their home life such as childcare or illness. Religious holidays such as Ramadan were also factored in when rotas were planned; giving staff time to eat and drink at appropriate times,

A lone worker policy was in place to guide and support staff when working alone, especially early mornings or late at night.

Staff told us this was a nice place to work. A staff member said, “I must say my organisation is really good. There are hardworking people who support each other as if they are a family. When I go to visit my client’s house, I feel they are a part of my family. I feel happy when I met and talk with them.”