Centred Healthcare

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.

This is the first assessment for this registered service. This key question has been rated good.
This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

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.

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.
People told us that they laughed and joked with staff and that they trusted them and confided in them. Daily records provided evidence of carers having trusting relationships with people and their families. One person told us, “Carers go above and beyond the call of duty. The way they take care of me, they are amazing.”
 

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 told us that their individual needs and preferences were understood.
One person told us “[Staff] absolutely treat me with respect and dignity, when you get to my age you feel uncomfortable with being washed and dressed but I don't feel like that and I am not ashamed, I am very comfortable around them, they cover me up, they respect my dignity. Still treated like myself, I don't feel abandoned. I recommend them to people.”
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People had choice and control over their own care and support.
One person told us, “I prefer to do jobs myself, so I don't lose my independence.” And another told us, “Everything is up to me, carers are respectful, kind.”
Care plans and daily records included important information about people’s preferences, routines, wants and wishes. For example, we viewed care plans that detailed what a good and bad day looked like, the religious worship songs and motivational music people listened to and a preference for female carers.
 

The provider did not always understand people’s needs. Staff did not always respond to people’s needs or act to minimise any discomfort, concern or distress.
As previously stated, there was a lack of evidence of action taken when monitoring tools identified concerns, people raised complaints and when there were concerns about safely meeting someone’s needs.
However, we saw evidence in daily records that staff noticed when someone was becoming upset and they offered reassurance and support, stayed calm and used breathing techniques to reduce someone’s distress. This was effective and worked well.
 

The provider did not always promote the wellbeing of their staff.
When there were concerns identified relating to working environments, there was a lack of evidence of actions taken to support staff, improve working conditions and seek support from other agencies. There were no records of post incident debriefs with staff or follow up when staff shared information.
However, staff told us they felt supported by their manager and colleagues. The registered manager supported and enabled staff to deliver person-centred care.