GFI@112

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 newly 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 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.

A person’s relative was positive about the care provided and told us that staff treated their loved one with kindness.

Staff told us how they ensured people were treated with respect and dignity. “I always ensure doors are closed and shut when doing personal care and, in the process, explain to [person] what I am doing so that they feel comfortable and in control. Before start, I always ask for consent.” This meant people received compassionate care where their privacy was protected.

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 care records contained their preferences around personal care, food and drinks, as well as their preferred communication words. Records showed people’s communication needs were consistently met. Staff told us, “I involve individuals in decisions about their care and daily activities, and support individuals to do things for themselves rather than do everything for them.”

People’s care records included clear guidance for staff on how to recognise early signs of distress and how to respond appropriately. This included the use of preferred items and activities to help distract and reassure individuals during periods of heightened anxiety, supporting their emotional wellbeing.

The provider 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 that mattered to them. Staff used positive behaviour techniques to ensure people did not become distressed or overwhelmed. Staff recorded when people chose to be independent with their care and were supported to manage their care themselves. A relative told us, “They [staff] encourage [person] to wash [themselves].”

Staff told us, “I support people with their day-to-day wellbeing by ensuring they have choice and control over their routines, supporting them to access activities they enjoy, maintain relationships, stay healthy, and participate in their local community.”

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 were skilled and proactive in supporting people experiencing distress, communicating a need, expressing feelings or an emotional reaction. Staff recorded which techniques they used to minimise people’s discomfort, following clear guidance available to them in care plans, written by the provider’s PBS practitioner. Staff told us, “I also show compassion by taking time to listen, noticing when [person] is anxious or upset, and offering reassurance in a calm, patient way. With our current service users, this would mean sitting with them and using their preferred communication style or adapting my approach to match their mood and needs that day.”

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

Staff told us they felt well supported to carry out their roles. The provider assisted staff to access an Employee Assistance Programme (EAP), offered supervision, team meetings and debriefs. A staff member told us, “I receive regular supervision, opportunities for training and development, and constructive feedback to help me perform my role effectively. I also feel recognised for my contributions and supported when challenges arise.”

Another staff member told us, “I do feel supported in my role. I always have regular supervision with the service manager where I can talk about my work, raise any concerns and get feedback.” This meant people experienced care from a stable and positive staff team.