Empathy Care (IOW)

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 as good. At this assessment the rating has remained as good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 80 (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.

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 was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People experienced exceptional support to retain control over their lives and maximise their independence. Staff could explain how these principles were put into practice, including allowing time, adapting their approach to the individual and enabling people to explore options and make decisions for themselves. People described staff as consistently respectful and helpful.

The service worked creatively with people to overcome barriers to independence. Where a person’s mobility had reduced, staff supported them to explore options, try suitable equipment and choose the solution that was right for them. This enabled the person to go out independently, reconnect with the local community and pursue activities that were important to them. Another person was being supported to continue to manage their medicines independently following a change to the equipment used.

Records demonstrated people remained in control of their care and their decisions were respected, including on occasion to decline available support or refuse treatment.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.