78 Hoylake Crescent

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 were supported and treated with dignity and respect; and involved as partners in their care.

The service was previously in breach of a legal regulation in relation to person-centred care. At this assessment, we found improvements had been made and the provider was no longer breaching this regulation.

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.

Staff were kind, compassionate and polite. People confirmed this and told us they had good relationships with the staff. We saw staff interacting with people in a polite and calm way, offering choices and respecting people’s decisions. A person told us, “I get on with staff. They are nice to me.”

People were treated as individuals. Their health and care needs were planned for and met. However, 1 person told us their religion was not always understood by some staff. We discussed this with the management team. They agreed to ensure staff had a better understanding of the person’s religion so they could offer the support they needed.

Staff did not always support people to develop their independent living skills. They did not encourage people to take part in cooking, cleaning or jobs around the home. They had not supported people to access external learning and did not encourage this within the home. A person told us they used to do things for themselves and would like to move to a more independent place in the future. They explained they did not receive the right support to work towards this. We discussed this with the management team so they could find ways to enable people to develop skills.

People were able to make choices about their daily lives, food, what time they got up and where they spent time. Although, there was not a lot of variety offered by staff. This meant people’s choices were limited.

There had been improvements at the service to support people with some aspects of choice and independence. For example, the provider had purchased specialist equipment to support 1 person to be independent when eating and drinking. People confirmed staff offered greater choices at mealtimes and people were encouraged to select their own condiments which had previously been chosen for them.

Staff responded to people’s immediate needs. They monitored their health and were prompt to address medical emergencies, contacting external professionals when needed. Staff understood emergency protocols. The provider had systems for the staff to contact other professionals when people had a crisis or needed additional support.

The provider supported staff wellbeing. Staff told us they felt well supported. They explained they could ask managers for information or support when needed. Staff told us they felt there was good teamwork, and they supported each other.